Service Itsm Swarming Configure

Enable Swarming for Employee Service (ITSM)

Enable the Salesforce Go feature "Swarming" (service-cloud-swarming) — the feature that helps service reps pull in the right collaborators and subject-matter experts to resolve incidents in real time. Every operation dispatches through headless-360.

Execute one step at a time. These steps make real, state-changing API calls. Run a single operation, show its result, confirm it succeeded, then proceed — do not batch multiple setup calls into one parallel block.

Scope

• In scope: Enabling the service-cloud-swarming Go feature via its feature-enablement Connect API; verifying feature state afterward; setting the "Select a Collaboration Tool" picklist (the API-level target of the "Set Teams as Collaboration Tool for Swarming" checklist item) to Teams via the org-values Connect API.
• Out of scope: The base Microsoft Teams ITSM Salesforce Go page toggle (ITSMTeamsEnabled) and Azure/Entra app registration — use service-itsm-teams-configure (Swarming requires Teams to already be set up as a prerequisite, per the Go page). Notification-channel preferences (Notifications / TeamsNotifications) — a separate concern from this feature. Portal/site creation — use experience-portal-create.

The problem this skill solves

"Set Teams as Collaboration Tool for Swarming" is one item in the "Set Up Salesforce IT Desk" checklist on the Teams ITSM Go page (service-cloud-itsm-teams-integration's feature page) — but it is gated behind a separate Go feature, service-cloud-swarming, which must be turned on first. This skill is the dedicated place to turn Swarming on, so service-itsm-teams-configure can delegate to it instead of duplicating feature-enablement logic.

Workflow

Step 1 — Check current feature status

mcp__headless-360__dispatch(
  method: "POST",
  url:    "/services/data/v67.0/connect/setup/discovery/features/status",
  body:   { "featureApiNames": ["service-cloud-swarming"] }
)

Response shape:

{
  "items": [
    {
      "apiName": "service-cloud-swarming",
      "status": "ENABLED",          // or "NOT_ENABLED" / "DISABLED"
      "blockedByApexLock": false,
      "dependencyStatuses": [],
      "enableBlockedReasons": [],
      "disableBlockedReasons": []
    }
  ]
}

Note: this endpoint is POST-only despite being a status read — a GET with queryParams returns 405 METHOD_NOT_ALLOWED "Allowed are POST".

If status is already "ENABLED", skip to Step 3 (verification) — do not re-enable. If enableBlockedReasons is non-empty, surface those reasons to the user before attempting Step 2.

Step 2 — Enable the feature

mcp__headless-360__dispatch(
  method: "POST",
  url:    "/services/data/v67.0/connect/setup/discovery/feature/service-cloud-swarming/enable",
  body:   {}
)

Verified live: returns 201 {"success":true} cleanly (unlike the Teams feature-enable, this call did not exhibit the "500 that still succeeds" gotcha in testing — but re-check status afterward regardless, since Go feature-enable calls can be flaky in general).

Step 3 — Verify

mcp__headless-360__dispatch(
  method: "POST",
  url:    "/services/data/v67.0/connect/setup/discovery/features/status",
  body:   { "featureApiNames": ["service-cloud-swarming"] }
)

Expect status: "ENABLED".

Step 4 — Check current collaboration tool value

mcp__headless-360__dispatch_readonly(
  method: "GET",
  url:    "/services/data/v67.0/setup/org/values/SWARM_COLLABORATION_TOOL"
)

Response shape — exactly one of the four value fields is populated:

{ "booleanValue": false, "dateValue": null, "numberValue": null, "stringValue": "None" }

stringValue holds the current picklist selection: "None", "Slack", or "Teams". This is the same Java enum-gated org-value endpoint family described in setup-connect-api's get-org-value/update-org-value/verify-org-value-update steps — valueName must be the literal Java enum constant name (SWARM_COLLABORATION_TOOL, SCREAMING_SNAKE_CASE), not a camelCase guess like SwarmCollaborationTool.

If already "Teams", skip to Step 6 (report) — do not re-issue the write.

Step 5 — Set the collaboration tool to Teams

mcp__headless-360__dispatch(
  method: "PATCH",
  url:    "/services/data/v67.0/setup/org/values/SWARM_COLLABORATION_TOOL",
  body:   { "orgValue": "Teams" }
)

Verified live: returns 200 { "stringValue": "Teams", ... }. This is the API-level write behind the Swarming Go feature page's "Select a Collaboration Tool" dropdown — the same control the Teams ITSM Go page's "Set Teams as Collaboration Tool for Swarming" checklist item deep-links to via its "Go to Feature Page" button. Valid orgValue strings are "None", "Slack", "Teams".

Re-run Step 4's GET afterward to confirm stringValue == "Teams".

Step 6 — Report to the user

Report both the service-cloud-swarming feature status and the SWARM_COLLABORATION_TOOL value, confirming "Set Teams as Collaboration Tool for Swarming" is now fully automated — enabling the feature is the prerequisite, and the org-value PATCH is the actual checklist-item write.

Disabling (if requested)

mcp__headless-360__dispatch(
  method: "POST",
  url:    "/services/data/v67.0/connect/setup/discovery/feature/service-cloud-swarming/disable",
  body:   {}
)

Re-run Step 1 afterward to confirm.

To also reset the collaboration tool selection (optional — disabling the feature does not reset it automatically):

mcp__headless-360__dispatch(
  method: "PATCH",
  url:    "/services/data/v67.0/setup/org/values/SWARM_COLLABORATION_TOOL",
  body:   { "orgValue": "None" }
)

Gotchas

Related Skills