Connect Salesforce and Microsoft Teams for IT Services

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 Set Up.
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.

Configure SSO from Salesforce to Microsoft Teams

Configure Single Sign-On (SSO) for Microsoft Teams that allows employees and IT teams access to IT and HR service features in Microsoft Teams without repeated sign-ins. The SSO creates a secure trust relationship between Salesforce and Microsoft Azure to provide a seamless experience for managing support tickets and collaboration.

1. Create or reuse a Microsoft Entra ID application, and grant the Organization.ReadWrite.All application permission. For Azure AD app creation or permission setup details, see Configure the Microsoft Entra ID.
2. Configure the MSTeamsClientCredentialsEC external credential with the Azure AD app's client ID and client secret. See Set up Named Credentials.
   If you have already configured the principal, delete it and reconfigure the client ID and client secret to apply the updated permissions.
3. Configure Microsoft Teams in Salesforce to improve collaboration and service delivery.
   1. From Setup, click Salesforce Go.
   2. Search for and select Microsoft Teams for Employee Service.
   3. Turn on the toggle for Microsoft Teams for Employee Service. If it’s already enabled, turn it off and then turn it on again. To apply the new automated SSO features, turn the toggle off and then turn it on again.
   4. Locate the Grant Azure Administrator Consent step and click Grant Consent. A pop-up window displays a unique authorization URL.
   5. Click Copy Link and share this URL with your Azure Tenant Administrator. If you are the Azure Administrator, open the link in a new browser tab to approve the application's request to access and read organizational data.
   6. In the Select a Digital Experience Site section, select your preferred portal from the dropdown menu.
      This links your specific Salesforce community or site to the Microsoft Teams integration.
4. Configure the Auth. Provider for secure communication between Salesforce and Microsoft Teams.
   1. From Setup, in the Quick Find box, enter Auth Providers, and then select Auth Providers.
   2. On the Auth Providers page, find and open the microsoft_auth_provider Auth Provider.
   3. Click Edit.
   4. Set Registration Handler Type to Apex.
   5. In the Registration Handler, select MsTeamsItsmSSOHandler.
      If MsTeamsItsmSSOHandler isn’t available, go to Salesforce Go, turn off the Microsoft Teams toggle, and then turn it on again to refresh the latest configuration.
   6. Set Execute Registration As a user account with only the Manage Users permission to maintain security best practices.
   7. Save your changes.
5. Add the Callback URL to Microsoft Entra ID.
   1. From the Auth. Provider page in Microsoft Teams, copy the generated callback URL.
   2. In the Microsoft Azure portal, open the your app registration that you created earlier.
   3. Add the callback URL as a redirect URL.
   4. On the Auth. Provider page in Microsoft Teams, copy the callback URL of the preferred site selected on the Salesforce Go page.
   5. Add the preferred site callback URL as a redirect URL in the same app registration.