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            Request Microsoft 365 App Support

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            1. Salesforce Help
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            3. Agentforce IT Service

            Request Microsoft 365 App Support

            Deploy this template to provide employees with a standardized way to report issues with Microsoft 365 applications.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template.

            Intake Attributes

            The intake form for this template captures these details from the employee:

            • Application Name: The name of the Microsoft 365 application related to the issue.
            • Issue Description: A detailed description of the Microsoft 365 application issue or request.
            • Impact: The level of business impact caused by the issue.
            • Urgency: The level of urgency for resolving the reported issue.

            Manual Fulfillment

            This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment.

            Integration

            This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled.

             
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            Salesforce Help | Article