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Work with Salesforce IT Service MS Teams App
Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To use Microsoft Teams: | Microsoft Teams for IT Services permission set |
| To view assets and report issues in Microsoft Teams: | Unified Employee Profile |
Get Started
Before using the Salesforce IT services in Microsoft Teams app, connect to your Salesforce account.
- Open Salesforce IT Service in Microsoft Teams.
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To access the Salesforce IT Service app, choose one of the following login methods:
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Click Single Sign-On.
This is the recommended method for a seamless, secure login experience.
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Select Login with URL.
- Enter Salesforce portal URL, and then select Next.
- In the Salesforce login window, enter your Salesforce username and password, and then select Log In.
After logging in, you can see the My Tickets view.
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Click Single Sign-On.
Manage the IT Tickets
This is a central hub for creating, viewing, and tracking support tickets.
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To create a ticket.
- Select the + New.
- Select a Ticket Type from the dropdown.
- Select Next.
- Fill the ticket creation form with details such as Subject and Description.
Custom fields currently support the field types such as picklist, text area, string, phone, email, search box, date, and time. Dependent fields don't support formula fields (for example, if a user provides a date of birth, the age cannot be automatically calculated).- Select Save.
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To view tickets, go to the My Tickets tab.
See a list of all the tickets you have created, with columns for details such as Ticket Number, Subject, Priority, Status, and Last Update.
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To view ticket details, select the ticket ID.
A side panel opens with detailed information about the ticket, including all associated comments.
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To find specific tickets, use filters to narrow the list by status or priority. Use the
search bar to find tickets related to a specific keyword.
Filter the ticket list by any Status in the ticket lifecycle (New, In Progress, On Hold, Resolved, Closed) and by every Priority level (Critical, High, Medium, Low).
Request Services and Products
Use the Service Catalog tab to request specific services or products, such as VPN access or a new laptop. This is a central hub for browsing hardware, software, and other services from a catalog.
- Select the Service Catalog tab.
- Select a catalog.
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Select a service or product.
Use the Search bar or select a category from navigation panel to find relevant items.
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Find the service and select Request.
- Based on the type of item, select Request fro a service or Add to Order.
- The Service Request form displays. Fill in the required details.
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Select Next.
The request is successfully created as a ticket.
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Select Finish.
View the new request on the My Tickets tab.
Ask AI for Help
This is the conversation panel where employees can use AI agents to troubleshoot issues, get updates, and create tickets directly.
- Select Connect to Agentforce.
- In the pop-up window, enter Salesforce portal URL, and then select Next.
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Enter Salesforce user name and password, and then select Log
In.
After login, the Microsoft Teams shows the Ask Agentforce tab. Use this tab to chat with an AI assistant and get help with IT issues.
Manage IT Tickets Efficiently with Actionable Notifications
Employees can respond to IT ticket notifications within Microsoft Teams. This streamlined process helps employees view updates and take action without leaving their workspace.
- Go to the Salesforce IT Service app in Microsoft Teams.
- Select My Tickets tab.
- Select + New to create a ticket.
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In the Create New Ticket window, follow these steps:
- Select a ticket type. For example, IT Help.
- Select Next.
- Enter a subject of the ticket. For example, VPN Failure.
- Select an incident owner.
- Enter a description of an incident.
- Select a status. For example, New.
- Save your changes.
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Go to the Chat tab in Teams.
The bot displays a notification card to confirm that the incident was created.
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Select View incident link on the adaptive card.
Incident details open in Microsoft Teams for review.
Track Training Progress with Employee Enablement
Employees can monitor training and onboarding progress in Microsoft Teams by using Employee Enablement. This view helps them track completion dates and action items for enrolled programs.
- Go to the Salesforce IT Service app in Microsoft Teams.
- Select the Employee Enablement tab.
- View the list of enrolled programs.
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To view details, select a program. For example, Sales Readiness and Onboarding.
Progress percentages, completion dates, and specific action items display in the details pane.
Resolve Complex Issues by Transferring Agentforce Conversations to IT Teams
Employees can transfer complex chat sessions from an AI bot to the IT team in Microsoft Teams by using Agentforce. This process helps them receive personalized support by connecting them with IT team who can view the conversation history and provide immediate assistance.
- Go to the Salesforce IT Service app in Microsoft Teams.
- Select Ask Agentforce.
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Enter a query in the chat. For example, I am facing VPN issues.
The bot attempts to assist. If it can't resolve the issue, it initiates a hand off sequence.
- Open the Salesforce service console.
- In the Omni-Channel utility, accept the new chat request.
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Return to Microsoft Teams.
The employee receives the message in the same chat window and can reply to the IT team.
View and Manage Your IT Assets in Microsoft Teams
Employees can view assigned assets in Microsoft Teams by using the My Assets tab in the Salesforce IT Service app. The workflow helps employees report asset issues directly from Teams after administrators assign assets to employees in Salesforce.
- Go to the Salesforce IT Service app in Microsoft Teams.
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Select My Assets.
The My Assets tab lists assets assigned to you, sorted by assigned date. Each card shows the asset name, serial number, assigned date, and status. If no assets are assigned, the page shows a message indicating that no assets are assigned yet.
- From the My Assets tab, locate the asset you want to report an issue for and select Report Issue.
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In the Get Help dialog, under Select Ticket Type, select the option that best describes
your issue.
- Submit a HR case
- Report a technical problem
- Submit a service request for new hardware
- Select Next.
- In the Incident Description field, describe the issue with the asset.
- In the Who has this issue? field, confirm or update the name of the affected employee.
- In the How urgent is this? field, select the urgency level of the issue.
- Select Next to submit the ticket.
- Go to My Tickets tab to track progress. The ticket appears with a status of New.
