Does anyone know if I can use this functionality, but with MS Teams? Or any others Dos and Don'ts as I prepare to chat Salesforce development and requirements for Intelligent Swarming.
Yes, even with Slack we always posted within the same channel. Basically we are just sending an email to that channel. There might be something in unofficial salesforce to help, but that is what we did. No title, per se, on the post but each one is started with the case owner's name/case number/priority followed by their question. We also include the Subject of the case too, in case someone wants to see the original question. I used the "send better email" action in Flow. Here is what the agents see on the case feed to send their post:
This is what the Teams post looks like:
Hope that helps!
Kim
