Connect Salesforce and Microsoft Teams for your IT services, configure the Teams integration for Agentforce IT Service, and set up the Salesforce IT Desk and Salesforce IT Service apps.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
- Prerequisites for Setting Up Microsoft Teams for IT Services
Before you set up Microsoft Teams for IT Services, complete the required setup by defining appropriate record types and page layouts, and configuring templates for relevant service request scenarios. - Connect Salesforce and Microsoft Teams for IT Services
Connect Salesforce and Microsoft Teams to give employees and IT teams access to IT services, support tickets, and collaboration features in Microsoft Teams. Choose an automated or manual configuration method based on your organization’s requirements. - 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. - Set Up Salesforce IT Service in Teams
Set up Agentforce IT Service with an Aura or Lightning Web Runtime (LWR) Experience Cloud template to give your employees access to IT services in Microsoft Teams. - Set Up Automated Microsoft Entra ID App Configuration for Microsoft Teams Integration
Run the automated setup to generate the full Microsoft Entra ID App with all required permissions and configurations, to eliminate manual configuration and reducing setup errors. - Set Up Microsoft Entra ID User Sync with Salesforce
Synchronize employee information from directory providers, such as Azure AD, with Salesforce to keep employee records up to date. Automatically create, update, or deactivate Salesforce users when employees join, change roles, or leave. - Customize the MS Teams Apps for Employees and IT Teams
Configure custom list views for Microsoft Teams apps to match your organization's support workflows. Choose objects, and then select and reorder the columns that appear for each persona, such as employees and IT teams in Microsoft Teams apps. - Configure Notifications for Teams Apps for IT Services
Employees and IT teams can receive automatic notifications in Microsoft Teams for critical updates, such as incident status changes and approval requests. To use these proactive notifications, set up an Azure Bot and configure your notification channels. This setup is applicable for the Salesforce IT Desk and Salesforce IT Service apps in Microsoft Teams. - Configure Approvals for Teams Apps for IT Services
Set up automated approval workflows that trigger when records are created or updated. This configuration links Salesforce records to Microsoft Teams, allowing assigned users to evaluate and respond to approval requests directly within Teams. This setup is applicable for the Salesforce IT Desk and Salesforce IT Service apps in Microsoft Teams.