IT support teams can now access critical CMDB data directly in Microsoft Teams to investigate and triage issues with better context. MS Teams now natively supports approvals, notifications, and record channels, and apps are renamed for better clarity. Transition your Teams workspace from legacy ticketing to a modern, conversational AI experience.
- Unify Service Workflows Within Microsoft Teams
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. - Accelerate Diagnosis with the Integrated CI Hub in Microsoft Teams
Empower your IT support reps to perform deep technical investigations without leaving Microsoft Teams. The CI Hub is a centralized workspace providing access to critical Configuration Management Database (CMDB) data such as Configuration Item (CI) details, associated incidents, and change histories. Support teams can swiftly diagnose service disruptions by visualizing CI relationships on embedded service maps that provide a rich, interactive view of assets and their dependencies. The CI Hub streamlines incident response and ensures that the most relevant infrastructure data is always available. - Access Multiple Service Catalogs Directly from Microsoft Teams
Provide your employees with a unified experience by linking multiple service catalogs to the Salesforce IT Service app in Microsoft Teams. This update allows your users to browse and request various IT services, hardware, software, and facilities without leaving their collaboration workspace. - Find Tasks Quickly with New App Names in Microsoft Teams
The Employee Hub and Fulfiller Hub apps in Microsoft Teams are now Salesforce IT Service and Salesforce IT Desk, respectively. The new names clearly identify the target user for each app, helping users quickly find the right tools for their specific business tasks. While the names have changed to improve clarity and adoption, this visual update does not impact existing functionality or workflows.