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            Prerequisites for Setting Up Microsoft Teams for IT Services

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            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Create a record type and assign a page layout to the specific record type for the objects. See Create Record Types. For example, create separate record types and assign page layouts for Incident and Case objects so that employees only see relevant fields and actions.
            • Configure service catalog item templates for specific IT use cases. See Set Up Request Management for IT services.
             
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            Salesforce Help | Article