---
schema_version: "1"
id: ae23b2af4271ff2605f87c8c960d9c1c5f9fd955409dab40919518b56a0038bb
title: Set Up Salesforce IT Service in Microsoft Teams with Aura Template
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_msteams_config_emplye_srvcs_app.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_emplye_srvcs_app.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d55cb053b0e7674265e92fc3fdee2012266afb25a4d2ac143feeefe9cab16d9a
description: Set up Salesforce IT Service for Microsoft Teams on a site built from the Aura Experience Cloud template. Configure user access, Agentforce, and service catalogs so that employees can create and track IT tickets, request services, and get AI assistance.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Salesforce IT Service in Microsoft Teams with Aura Template

Set up Salesforce IT Service for Microsoft Teams on a site built from the Aura Experience Cloud template. Configure user access, Agentforce, and service catalogs so that employees can create and track IT tickets, request services, and get AI assistance.

### 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="d61015e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d61015e74 ">To set up Microsoft Teams:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d61015e74 ">MicrosoftGraphAccess permission set</td>

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

## Enable Salesforce IT Service

Activate the Salesforce IT Service app to help employees create and manage tickets on their own 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. On the Turn on Salesforce IT Service card, set the toggle to Active.

## Install the Salesforce IT Service App

Install the Salesforce IT Service app to allow employees create and manage tickets 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 Service App on Teams card, select **Go to Microsoft Marketplace**.
5. Download and install the Salesforce IT Service app from [Microsoft Marketplace](https://marketplace.microsoft.com/en-us/product/WA200009838).
6. Add Salesforce IT Service to your Microsoft Teams.
    1. In Microsoft Teams, on the left navigation bar, click **Apps**.
    2. Search for and select the **Salesforce IT Service**.
    3. Select **Get it now** to install the app.

## Assign Salesforce IT Service Permissions to a User

Assign the required permissions to employee users 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 Service, under Manage User Access, select **Manage**.
5. In the Manage Microsoft Teams for Employee Service User Access window, select the **Teams for Employee** tab.
6. In the user list, select the checkbox for each user you want to assign the permission set to.
7. Select **Done**.

## Select a Digital Experience Site

Select the digital experience site to link with Microsoft Teams for cross-platform collaboration and data sharing.

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. In the Select a Digital Experience Site section, select your preferred portal from the dropdown list.

## Configure Agentforce for IT Services in Microsoft Teams

Create a messaging channel, configure user verification, and deploy the embedded service.

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

1. Create a Messaging Channel to enable agent communication.
    1. From **Setup**, in the Quick Find box, find and select **Messaging Settings**.
    2. Turn on **Messaging**.
    3. Click **New Channel**.
    4. Click **Start**.
    5. In the Add a Channel window, select **Enhanced Chat**.
    6. In the Name your channel window, for the Channel Name field, enter teams agentforce channel.
    7. In the Name your channel window, for the Developer Name field, enter teams\_agentforce\_channel .
    8. In the Name your channel window, select the Deployment Type as **Web**.
    9. In the Name your channel window, for the Domain field, enter your portal web address.
    10. Click **Next**.
    11. For the Routing Type, select **Agentforce Employee Agent** from the dropdown list.
    12. From the Add a Channel window, in the Channel Routing section, select **Omni-Flow** from the Routing Type drop-down.
    13. In the Flow Definition field, search for and select a flow to route to an Agentforce agent. For example, Route to Agentforce Employee Agent.
    14. In the Fallback Queue field, select a queue to handle messages. For example, chat\_queue.
    15. Click **Save**.
    16. For the Agentforce Employee Agent, select **Employee Agent**.
    17. For the Fallback Queue, select **chatqueue**.
    18. Click **Save**.
    19. Select checkbox for **Add User Verification**.
    20. Click **Save**.
2. Configure user verification.
    1. From **Setup**, in the Quick Find box, find and select **Enhanced Chat User Verification**.
    2. From the JSON Web Keyset, click **New Keyset**.
    3. In the New Keyset window, for the Name field, enter teams agentforce keyset.
    4. In the New Keyset window, for the API Name field, enter teams\_agentforce\_keyset.
    5. In the New Keyset window, for the JSON Web Keys Issuer field, enter the URL of your site.
    6. In the New Keyset window, select the type as **Endpoint**.
    7. In the New Keyset window, for the Keys field, enter the endpoint URL.
        
        For example, enter your org url/id/keys.
    8. Click **Save**.
    9. Go to the **Messaging Settings** page and select the channel **teams\_agentforce\_channel** that you created.
    10. Scroll down to the User Verification section and click **New**.
    11. In the Add User Verification Configuration window, for the keyset field, select **teams agentforce keyset** from the dropdown list.
    12. In the Add User Verification Configuration window, enter a configuration name.
    13. Click **Save**.
3. Deploy the embedded service.
    1. From **Setup**, in the Quick Find box, find and select **Embedded Service Deployments**.
    2. On the Embedded Service, click **New Deployment**.
    3. On New Embedded Service deployment, select **Enhanced Chat**.
    4. Click **Next**.
    5. From the New Embedded Service deployment, select **Custom Client**.
    6. From the New Embedded Service deployment, for the Embedded Service Deployment Name field, enter teams agentforce.
    7. From the New Embedded Service deployment, for the API Name field, enter Teams\_AgentForce.
    8. From the New Embedded Service deployment, select the messaging channel as **teams\_agentforce\_channel**.
    9. Click **Save**.
    10. On the Embedded Service Deployment Settings, click **Publish**.

## Configure Multiple Service Catalogs for Employees in MS Teams

Configure multiple service catalogs for the Salesforce IT Service app to link the service catalogs with Microsoft Teams. After you link the service catalogs, employees can browse and request various IT services including hardware, software, and facilities directly from Teams.

Before you begin, complete the [Salesforce and Microsoft Teams connection setup](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_cnct_sf_and_teams.htm&release=264.0.0&type=5 "Streamline the Salesforce and Microsoft Teams integration by automatically installing the authentication components. Create a Microsoft Entra ID application, configure the generated named credential, and obtain Azure administrator consent.") and [Create Your Service Catalog](https://help.salesforce.com/s/articleView?id=service.esc_get_started_with_employee_service_catalog.htm&type=5&language=en_US).

1. From Setup, go to **Salesforce Go** > **Feature Sets**.
2. On the Deliver IT Services Across Channels card, click **View All Features**.
3. On the Microsoft Teams for Employee Service card, click **Set Up**.
4. In the Unlock Advanced Functionality section, for the Service Catalog Name field, select one or more service catalogs.
    
    To make services available to employees via the app in Teams, make sure that appropriate service catalogs exist. If no catalogs are available, first create a catalog and its related services.
5. Save your changes.

## Configure Employee Enablement in MS Teams

Employees can access training materials and HR programs in Microsoft Teams. This setup displays enablement content and integrates it into Teams.

Complete the standard HR services and enablement program setup in your org. See [Employee Enablement Program Setup](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_setup.htm&type=5&language=en_US).