Set Up Salesforce IT Desk in Teams

Enable Salesforce IT Desk

Activate the Salesforce IT Desk to enable collaboration and swarming in Microsoft Teams.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. On the Turn on Salesforce IT Desk card, set the toggle to Active.

Install Salesforce IT Desk App on Teams

Install the Salesforce IT Desk app to allow IT teams to serve employee requests and swarm with experts directly from Microsoft Teams.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. Install Salesforce IT Desk App on Teams card, select Go to Microsoft Marketplace.
5. Download and install the Salesforce IT Desk app from Microsoft Marketplace.
6. Add Salesforce IT Desk to your Microsoft Teams.
   1. In Microsoft Teams, on the left navigation bar, click Apps.
   2. Search for and select the Salesforce IT Desk.
   3. Select Get it now to install the app.

Assign Salesforce IT Desk Permissions to a User

Assign the required permissions to the users of the Salesforce IT Desk app in Microsoft Teams.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. On the Set Up Salesforce IT Desk, under Manage User Access, select Manage.
5. In the Manage Microsoft Teams for Employee Service User Access window, select the Microsoft Teams for IT Services tab.
6. In the user list, select the checkbox for each user you want to assign the permission set to.
7. Select the MicrosoftGraphAccess tab and select the checkbox for the same user.
8. Select Done.

Configure Microsoft Teams as Collaboration Tool for Swarming

Configure Microsoft Teams as the primary swarming platform to allow experts to collaborate and resolve issues.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. On the Set Teams as Collaboration Tool for Swarming card, select Go to Feature page.
5. Configure swarming settings to allow your IT team to swarm in Teams. See Configure Swarming Settings.
   On the Swarming setup page, select Teams as your collaboration tool.

Configure the Microsoft Entra ID

Register a multitenant application in the Azure portal to establish a secure connection and define access scopes. This configuration generates the credentials and API permissions required for communication between Salesforce and MS Teams.

1. Sign in to the Azure portal.
2. On the Welcome to Azure dashboard, under Manage Microsoft Entra ID, select View. You can also search for Microsoft Entra ID in the top search bar.
3. In the left navigation menu, under the Manage section, select App registrations.
4. Select + New registration.
5. In the Name field, enter a descriptive name. For example, MS_Teams_Salesforce_Integration_App.
6. Under Supported account types, select Accounts in any organizational directory (Any Microsoft Entra ID tenant - Multitenant).
7. select Register.
8. On the application overview page, select Add a certificate or secret.
9. Select + New client secret.
10. On Add a client secret page, enter a description, select an expiration duration.
11. Select Add.
    Copy the client secret Value and store it in a secure location. This value is hidden permanently after you leave this page. Use the value, not the secret ID.
12. In the left navigation menu, select API permissions.
13. Select + Add a permission.
14. Select Microsoft Graph.
15. Select Delegated permissions.
16. Select these permissions for your integration.
    • Channel.Create
    • Channel.ReadBasic.All
    • ChannelMember.Read.All
    • ChannelMember.ReadWrite.All
    • ChannelMessage.Edit
    • ChannelMessage.Read.All
    • ChannelMessage.ReadWrite
    • ChannelMessage.Send
    • email
    • Group.Read.All
    • Group.ReadWrite.All
    • offline_access
    • openid
    • profile
    • Team.Create
    • Team.ReadBasic.All
    • User.Read
17. Select Add permissions.
18. Select Grant admin consent for your org to finalize the authorization.

Configure Authentication Provider

Configure the Auth. Provider for secure communication between Salesforce and Microsoft Teams.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. On the Configure Authentication Provider card, select Go to Setup.
5. On Auth Providers page, find and open the microsoft_auth_provider Auth Provider.
6. Select Edit and give Consumer Key and Consumer Secret.
7. Select Save to generate the Callback URL.

Add the Callback URL to Microsoft Entra ID

Retrieve the generated URL from the Auth. Provider page in the Microsoft Teams for Employee Service setup, and add it as a redirect URL in your Azure app registration.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. On the Auth. Provider page, find and copy the generated Callback URL from the Salesforce Auth. Provider page.
5. Go to your Microsoft Azure portal and open MS_Teams_Salesforce_Integration_App that you registered earlier.
6. Go to the Authentication section and add the copied callback URL to the list of Redirect URLs.
7. Save your changes.

Configure Agentforce for IT Services in Microsoft Teams

Configure Agentforce for IT Services in Microsoft Teams by creating a fulfiller agent from the Agentforce Service Agent or Agentforce Employee Agent template. This setup enables IT team to handle service requests and employee queries directly within the Teams interface.

Set Up Configuration Items for MS Teams

Set up the CI Hub interface to provide your team with the permissions and licenses required to manage integration, configuration data, and CMDB operations in Microsoft Teams.