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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: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
- Prerequisites for Setting Up Microsoft Teams for IT Services
Before you set up Microsoft Teams for IT Services, complete the required setup by defining appropriate record types and page layouts, and configuring templates for relevant service request scenarios. - 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. - Salesforce IT Desk
- 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. - Set Up Microsoft Entra ID User Sync with Salesforce
Synchronize employee information from directory providers, such as Azure AD, with Salesforce to keep employee records up to date. Automatically create, update, or deactivate Salesforce users when employees join, change roles, or leave. - 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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