---
schema_version: "1"
id: 72bbdabfca0cb4590e3e9683cef7d9f83928d8551c583aa0885d277adba4af0a
title: Set Up Salesforce IT Desk in Teams
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvce_msteams_cnfig_fulfilerhub_app.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvce_msteams_cnfig_fulfilerhub_app.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 801b1bd8f8e87afd31b2c86dc93401e334ade6744bd48cc65e275ec1ab47ca65
description: Configure Salesforce IT Desk in Microsoft Teams to allow IT teams to manage tickets, interact with AI assistants, and collaborate with experts through swarming directly within the Teams.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Salesforce IT Desk in Teams

Configure Salesforce IT Desk in Microsoft Teams to allow IT teams to manage tickets, interact with AI assistants, and collaborate with experts through swarming directly within the Teams.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d85317e72">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85317e72 ">To set up Microsoft Teams:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85317e72 ">MicrosoftGraphAccess permission set</td>

          </tr>
        </tbody>
      </table>

## 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](https://marketplace.microsoft.com/en-us/product/teams-app/WA200009869?tab=Overview).
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](https://help.salesforce.com/s/articleView?id=service.set_up_swarming.htm&type=5&language=en_US).
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.

Create a fulfiller agent from the Agentforce Service Agent or Agentforce Employee Agent template, or both. See [Create an Agent from a Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&type=5&language=en_US).

## 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.

Set Up Configuration Items for MS Teams, see [Plan and Prepare for your CMDB Implementation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_plan_prepare.htm&type=5&language=en_US).