Integrate your IT service processes directly into Microsoft Teams to create a high-productivity workspace for employees and support reps. Employees can now resolve issues independently through a conversational AI experience powered by Agentforce, which provides instant troubleshooting and knowledge browsing. Managers can accelerate service delivery by approving or rejecting employee requests natively via actionable notifications, while IT support reps can rapidly swarm complex incidents by collaborating with experts in dedicated, record-linked channels.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Agentforce IT Service and Microsoft Teams.
Who:Users must have the Microsoft Teams for IT Service permission set.