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            Connect Salesforce and Microsoft Teams for IT Services

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            3. Agentforce IT Service

            Connect Salesforce and Microsoft Teams for IT Services

            Connect Salesforce with Microsoft Teams to deliver IT services across channels. This integration automatically installs the authentication components. Configure named credentials and Microsoft Entra ID (formerly Azure AD), and the necessary security adjustments for cross-origin communication and session management.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited and Enterprise editions with Agentforce IT Service.
            User Permissions Needed
            To connect Salesforce and Microsoft Teams: System Administrator Profile

            Make sure the following licenses are available in your org:

            • TeamsITSrvcsAddOn
            • TeamsEmployeeAddOn
            • IncidentManagementAddOn

            Enable Microsoft Teams for Employee Service

            1. From Setup menu, go to Salesforce Go > Feature Sets.
            2. On the Deliver IT Services Across Channels card, select Set Up.
            3. On the Microsoft Teams for Employee Service card, select Keep Going.
            4. On the Microsoft Teams for Employee Service page, select Get Started.
            5. Turn on Microsoft Teams for Employee Service.
              When you enable Microsoft Teams for Employee Service, the External Client App, Auth Provider, External Credentials, and Named Credentials install automatically. You must replace the placeholders for Tenant ID, Client ID, and Client Secret in the external credentials for the AzureBotNotificationNC and MSGraphApplicationNC named credentials.

            Configure Cross-Origin Resource Sharing (CORS)

            Configure Cross-Origin Resource Sharing (CORS) to allow the integration to communicate with Salesforce OAuth endpoints.

            1. From Setup, in the Quick Find box, enter CORS, and then select CORS.
            2. From the Cross-Origin Resource Sharing (CORS) Policy Settings, select Enable CORS for OAuth endpoints.
            3. From Allowed Origins List, select New.
            4. Enter the URL https://cdn.scs.static.lightning.force.com.
            5. Save your changes.

            Configure Session Settings for Lightning Out

            Configure Lightning Out in session settings to ensure that embedded components, such as Enablement Programs, display correctly.

            1. From Setup, in the Quick Find box, enter Session Settings, and then select Session Settings.
            2. Select When embedding a Lightning application in a third-party site, use a session token instead of a session cookie.
            3. Save your changes.
            4. From Setup, in the Quick Find box, enter My Domain, and then select My Domain.
            5. In Routing and Policies, deselect Require first-party use of Salesforce cookies.
            6. Save your changes.
             
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