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Set Up Microsoft Teams For IT Services
Connect Salesforce and Microsoft Teams for your IT services, configure the Teams integration for Agentforce IT Service, and set up the Salesforce IT Desk and Salesforce IT Service apps.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with Agentforce IT Service. |
- Prerequisites for Setting Up Microsoft Teams for IT Services
Before you set up Microsoft Teams for IT Services, review these prerequisites to connect your Salesforce org and Teams workspace. - 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. - Set Up Salesforce IT Desk in Teams
Configure Salesforce IT Desk in Microsoft Teams to allow IT teams to manage tickets, interact with AI assistants, and collaborate with experts through swarming directly within the Teams. - 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. - 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. - Configure Notifications for Teams Apps for IT Services
Employees and IT teams can receive automatic notifications in Microsoft Teams for critical updates, such as incident status changes and approval requests. To use these proactive notifications, set up an Azure Bot and configure your notification channels. This setup is applicable for the Salesforce IT Desk and Salesforce IT Service apps in Microsoft Teams. - Configure Approvals for Teams Apps for IT Services
Set up automated approval workflows that trigger when records are created or updated. This configuration links Salesforce records to Microsoft Teams, allowing assigned users to evaluate and respond to approval requests directly within Teams. This setup is applicable for the Salesforce IT Desk and Salesforce IT Service apps in Microsoft Teams.
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