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.
Where: This change applies to Lightning Experience in Enterprise and Unlimited editions with Agentforce IT Service and Microsoft Teams.
Who: Users must have the Microsoft Teams for IT Service permission set.
Why: Centralizing service requests in Microsoft Teams reduces app switching. By supporting multiple catalogs, your organization can categorize offerings such as VPN access, new laptops, or facility requests so employees can find resources quickly.
How: Open Microsoft Teams and go to Salesforce IT Service app. Select the Service Catalog tab and choose a catalog, then select a specific service or product. Use the Search bar or the navigation panel to locate the relevant items. Find the required service and select Request or Add to Order, depending on the item type. Fill in the required details in the service request form and select Next. After the request is successfully created as a ticket, select Finish. You can then view the new request on the My Tickets tab.