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            Work with Salesforce IT Desk for MS Teams

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            3. Agentforce IT Service

            Work with Salesforce IT Desk for MS Teams

            Use the Salesforce IT Desk to manage tickets, apply AI-driven insights, and collaborate with experts and other stakeholders in Microsoft Teams. IT teams work more efficiently, with less manual effort and faster issue resolution.

            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

            Get Started

            Before using the Salesforce IT desk in Microsoft Teams app, ‌connect to your Salesforce account.

            1. Open Salesforce IT Desk in Microsoft Teams.
            2. To access the Salesforce IT Desk app, choose one of the following login methods:
              1. Click Single Sign-On.
                This is the recommended method for a seamless, secure login experience.
              2. 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.

            Manage Ticket Queues

            IT teams use the main ticket view to manage all assigned work in one place.

            1. Use the left-hand menu to switch between queues. IT teams navigate between different ticket types, such as Incidents, Problems, Cases, and Change Requests.
            2. Remove the default Assigned to me filter to view all tickets. Then, use the available Filters to sort and find tickets by Status and Priority.
              IT teams 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).
            3. Select the ticket ID to open a side panel and view ticket details such as Related Records, and Comments.
            4. Create a ticket
              1. Select the + New to initiate the ticket creation process.
              2. Select the relevant object and ticket type from the available options.
              3. Fill the form with the necessary details.
                Custom fields support the field types, such as picklist, text area, string, phone, email, search box, date, and time. Rich text editing is not supported in custom fields. Dependent fields don't support formula fields (for example, if a user provides a date of birth, the age cannot be automatically calculated).
              4. Save your changes.

            Use Agentforce to Resolve Issues Quickly

            IT teams can use Agentforce in Microsoft Teams as a built-in AI assistant to perform tasks such as summarization, investigation, and resolution. This AI tool provides insights that help IT teams make data-driven decisions and resolve issues quickly to improve service quality.

            1. Select the Ask Agentforce tab.
            2. Select an available agent.
            3. In the chat window, type question or keyword. For example, blue screen error.
              The agent processes the request and provides a response. Ask follow-up questions or close the chat to start a new session.
            4. Use the feedback icons to provide feedback on the suggested information.

            Swarm on Issues to Resolve Quickly

            Swarming helps IT teams to collaborate effectively on complex incidents by creating a dedicated Teams channel. The swarming channel brings experts together from various domains to share knowledge, discuss issues, and resolve incidents quickly. IT teams use swarming to tap into the collective expertise of their team members, reducing the time and effort required to resolve complex issues.

            1. To swarm from Microsoft Teams:
              1. From the ticket details panel, select Start Swarming.
              2. From the Begin Swarming window, select a Team, and then select Next.
              3. Choose to use an existing channel or select New to create a new channel.
              4. For a new channel, provide a Team Name and set its privacy to Private or Public.
              5. Next, give a Channel Name and set its privacy to Private or Public.
              6. Add swarm members from a list of Salesforce users or proceed without adding members at this time.
              7. Select Next to create the swarm.
                To enable focused collaboration, a dedicated channel is automatically created and associated with the ticket.
            2. To swarm from IT Service console.
              1. From the App Launcher go to the Agentic IT Service Desk App.
              2. Select the Incidents tab, and open an incident record.
                You can also swarm on problem and change request records.
              3. Select Begin Swarming on the Incident record page.
              4. Select a Team.
              5. Choose an existing Microsoft Teams channel or create a New channel.
              6. Add members to invite to the swarm.
              7. Enter a description for the swarm request.
              8. The system creates the collaboration channel in Microsoft Teams.
              9. IT teams track the conversation and other details from the Swarm Conversations component on the incident record page.

            Manage Configuration Items in Microsoft Teams

            View and manage infrastructure data directly within Microsoft Teams. IT teams reduce context switching, accelerate impact analysis, and resolve issues faster by viewing detailed configuration item (CI) attributes, interactive service maps, and real-time alerts in Microsoft Teams.

            1. Access the CI Hub.
              1. Go to the Salesforce IT Desk app within Microsoft Teams.
              2. Select CI Hub tab from the application menu.
                The page displays a list of all configuration items available in the organization.
            2. Filter configuration items.
              1. In the list view header, select Filter.
              2. Use filters to narrow the list of configuration items based on ownership or status.
                • To view only your configuration items, select My Configuration Items.
                • From the status list, select one or more statuses, such as New, Active, or Installed.
              3. Select Apply.
            3. View configuration item details.
              1. In the list view, select the name of the configuration item to open the record.
                A details panel appears on the right.
              2. In the panel, select Details tab to view attributes, such as Asset Tag, Serial Number, and OS Version.
            4. Access configuration items from Incidents, Problems, and Change Requests.
              1. In the Microsoft Teams application, open an Incident, Problem, or Change Request record.
              2. Go to the Related Lists section.
              3. Find the Affected CIs or Impacted CIs list.
              4. Select View Details to open the record and the service map.
            5. Select service map tab to view upstream and downstream dependencies.
              1. In the Details panel of a configuration item, select View Service Map.
                The Service Map opens and displays a visual graph of the configuration item (CI) and its upstream and downstream dependencies.
              2. Select a node in the graph to view its details. The functionality is the same as the Service Graph in Salesforce.

            Manage Approvals in Microsoft Teams

            Managers can process requests in Microsoft Teams by using the Approvals section. They can view assigned requests and submit decisions in their collaboration environment to maintain workflow momentum without switching applications.

            1. Go to the Salesforce IT Service app in Microsoft Teams.
            2. Select Approvals.
              A list of assigned approval requests displays.
            3. Find a request with an Assigned status. For example, i Phone 15.
            4. Select Request to view the details.
            5. From the action menu, select Approve or Reject.
            6. Enter comments in the dialog box.
            7. Select Submit.
             
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