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            Set Up Salesforce IT Service in Teams

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            3. Agentforce IT Service

            Set Up Salesforce IT Service in Teams

            Configure Salesforce IT Service in Microsoft Teams to allow employees to create IT tickets, track statuses, and interact with AI assistants directly within Microsoft Teams.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited and Enterprise editions with Agentforce IT Service.
            User Permissions Needed
            To set up Microsoft Teams: MicrosoftGraphAccess permission set

            Enable Salesforce IT Service

            Activate the Salesforce IT Service app to help employees create and manage tickets on their own 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. On the Turn on Salesforce IT Service card, set the toggle to Active.

            Install the Salesforce IT Service App

            Install the Salesforce IT Service app to allow employees create and manage tickets 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 Service App on Teams card, select Go to Microsoft Marketplace.
            5. Download and install the Salesforce IT Service app from Microsoft Marketplace.
            6. Add Salesforce IT Service to your Microsoft Teams.
              1. In Microsoft Teams, on the left navigation bar, click Apps.
              2. Search for and select the Salesforce IT Service.
              3. Select Get it now to install the app.

            Assign Salesforce IT Service Permissions to a User

            Assign the required permissions to employee users 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 Service, under Manage User Access, select Manage.
            5. In the Manage Microsoft Teams for Employee Service User Access window, select the Teams for Employee tab.
            6. In the user list, select the checkbox for each user you want to assign the permission set to.
            7. Select Done.

            Configure Agentforce for IT Services in Microsoft Teams

            Create a messaging channel, configure user verification, and deploy the embedded service.

            Create an employee agent from the Agentforce Employee Agent template. See Create an Agent from a Template.

            1. Create a Messaging Channel to enable agent communication.
              1. From Setup, in the Quick Find box, find and select Messaging Settings.
              2. Turn on Messaging.
              3. Click New Channel.
              4. Click Start.
              5. In the Add a Channel window, select Enhanced Chat.
              6. In the Name your channel window, for the Channel Name field, enter teams agentforce channel.
              7. In the Name your channel window, for the Developer Name field, enter teams_agentforce_channel .
              8. In the Name your channel window, select the Deployment Type as Web.
              9. In the Name your channel window, for the Domain field, enter your portal web address.
              10. Click Next.
              11. For the Routing Type, select Agentforce Employee Agent from the dropdown list.
              12. From the Add a Channel window, in the Channel Routing section, select Omni-Flow from the Routing Type drop-down.
              13. In the Flow Definition field, search for and select the flow you created for this channel. For example, Route to Agentforce Employee Agent.
              14. In the Fallback Queue field, select a queue to handle messages. For example, chat_queue.
              15. Click Save.
              16. For the Agentforce Employee Agent, select Employee Agent.
              17. For the Fallback Queue, select chatqueue.
              18. Click Save.
              19. Select checkbox for Add User Verification.
              20. Click Save.
            2. Configure user verification.
              1. From Setup, in the Quick Find box, find and select Enhanced Chat User Verification.
              2. From the JSON Web Keyset, click New Keyset.
              3. In the New Keyset window, for the Name field, enter teams agentforce keyset.
              4. In the New Keyset window, for the API Name field, enter teams_agentforce_keyset.
              5. In the New Keyset window, for the JSON Web Keys Issuer field, enter the URL of your site.
              6. In the New Keyset window, select the type as Endpoint.
              7. In the New Keyset window, for the Keys field, enter the endpoint URL.
                For example, enter your org url/id/keys.
              8. Click Save.
              9. Go to the Messaging Settings page and select the channel teams_agentforce_channel that you created.
              10. Scroll down to the User Verification section and click New.
              11. In the Add User Verification Configuration window, for the keyset field, select teams agentforce keyset from the dropdown list.
              12. In the Add User Verification Configuration window, enter a configuration name.
              13. Click Save.
            3. Deploy the embedded service.
              1. From Setup, in the Quick Find box, find and select Embedded Service Deployments.
              2. On the Embedded Service, click New Deployment.
              3. On New Embedded Service deployment, select Enhanced Chat.
              4. Click Next.
              5. From the New Embedded Service deployment, select Custom Client.
              6. From the New Embedded Service deployment, for the Embedded Service Deployment Name field, enter teams agentforce.
              7. From the New Embedded Service deployment, for the API Name field, enter Teams_AgentForce.
              8. From the New Embedded Service deployment, select the messaging channel as teams_agentforce_channel.
              9. Click Save.
              10. On the Embedded Service Deployment Settings, click Publish.

            Configure Multiple Service Catalogs for Employees in MS Teams

            Configure multiple service catalogs for the Salesforce IT Service app to link the service catalogs with Microsoft Teams. After you link the service catalogs, employees can browse and request various IT services including hardware, software, and facilities directly from Teams.

            Before you begin, complete the Lightning Out setup and Create Your Service Catalog.

            1. From Setup, go to Salesforce Go > Feature Sets.
            2. On the Deliver IT Services Across Channels card, click View All Features.
            3. On the Microsoft Teams for Employee Service card, click Set Up.
            4. In the Unlock Advanced Functionality section, for the Service Catalog Name field, select one or more service catalogs.
              To make services available to employees via the app in Teams, make sure that appropriate service catalogs exist. If no catalogs are available, first create a catalog and its related services.
            5. Save your changes.

            Configure Employee Enablement in MS Teams

            Employees can access training materials and HR programs in Microsoft Teams. This setup displays enablement content and integrates it into Teams.

            1. Complete the standard HR services and enablement program setup in your org. See Employee Enablement Program Setup.
            2. Configure Lightning Out to display employee enablement content in Microsoft Teams.
             
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