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            Configure Object Settings for Teams Apps for IT Services

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            1. Salesforce Help
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            3. Agentforce IT Service

            Configure Object Settings for Teams Apps for IT Services

            Set up the object settings to customize the user experience for the Salesforce IT Service and Salesforce IT Desk in Microsoft Teams. Select the objects such as Incident, Problem, Change, Case, and Release. Then, use record types and their associated page layouts to control the specific fields that each user group sees. These objects ensure employees get relevant information to request help, while fulfillers get the tools they need to resolve issues.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To set up Microsoft Teams: View Setup and Configuration

            Add Objects for Salesforce IT Service

            Add objects, such as cases and incidents, to the Salesforce IT Service so employees easily request help and resolve issues.

            1. From Setup, in the Quick Find box, enter teams and select Teams Configurations.
            2. On the Microsoft Teams Setup page, go to the Employee Service section and click Add Object.
            3. Select the object as Case.
            4. Select record type.
            5. Set the status to Active.
            6. Click Save.

            Add Objects for Salesforce IT Desk

            Add objects such as incidents, problems, and change Requests to the Salesforce IT Desk so fulfillers resolve issues and manage IT services.

            1. From Setup, in the Quick Find box, enter teams and select Teams Configurations.
            2. On the Microsoft Teams Setup page, go to the Fulfiller Hub section and click +Add Object.
            3. Select the object as Incident.
              You can also select Problem or Change Request.
            4. Select record type.
            5. Set the status to Active.
            6. Click Save.

            You can edit or delete configurations, if needed.

             
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            Salesforce Help | Article