Set Up Salesforce IT Desk in Teams

Enable Salesforce IT Desk

Activate the Salesforce IT Desk to enable collaboration and swarming in Microsoft Teams.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. On the Turn on Salesforce IT Desk card, set the toggle to Active.

Install Salesforce IT Desk App on Teams

Install the Salesforce IT Desk app to allow IT teams to serve employee requests and swarm with experts directly from Microsoft Teams.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. Install Salesforce IT Desk App on Teams card, select Go to Microsoft Marketplace.
5. Download and install the Salesforce IT Desk app from Microsoft Marketplace.
6. Add Salesforce IT Desk to your Microsoft Teams.
   1. In Microsoft Teams, on the left navigation bar, click Apps.
   2. Search for and select the Salesforce IT Desk.
   3. Select Get it now to install the app.

Assign Salesforce IT Desk Permissions to a User

Assign the required permissions to the users of the Salesforce IT Desk app in Microsoft Teams.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. On the Set Up Salesforce IT Desk, under Manage User Access, select Manage.
5. In the Manage Microsoft Teams for Employee Service User Access window, select the Microsoft Teams for IT Services tab.
6. In the user list, select the checkbox for each user you want to assign the permission set to.
7. Select the MicrosoftGraphAccess tab and select the checkbox for the same user.
8. Select Done.

Configure Microsoft Teams as Collaboration Tool for Swarming

Configure Microsoft Teams as the primary swarming platform to allow experts to collaborate and resolve issues.

1. From Setup menu, go to Salesforce Go > Feature Sets.
2. On the Deliver IT Services Across Channels card, select View All Features.
3. On the Microsoft Teams for Employee Service card, select Keep Going.
4. On the Set Teams as Collaboration Tool for Swarming card, select Go to Feature page.
5. Configure swarming settings to allow your IT team to swarm in Teams. See Configure Swarming Settings.
6. On the Swarming setup page, select Teams as your collaboration tool.

Configure Agentforce for IT Services in Microsoft Teams

Configure Agentforce for IT Services in Microsoft Teams by creating a fulfiller agent from the Agentforce Service Agent or Agentforce Employee Agent template. This setup enables IT team to handle service requests and employee queries directly within the Teams interface.

Set Up Configuration Items for MS Teams

Set up the CI Hub interface to provide your team with the permissions and licenses required to manage integration, configuration data, and CMDB operations in Microsoft Teams.