---
schema_version: "1"
id: 81478a59c4db9b0bc2e09a6c962936719b2a5b0cd417975165ce8a0879922c99
title: Work with Salesforce IT Service MS Teams App
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 53f1688de2a60ee0b7c5f1a6acf386440a33e1f52387a5ee70dbc5eb4a358c60
description: Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Work with Salesforce IT Service MS Teams App

Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals.

### 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="d46163e72">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46163e72 ">To use Microsoft Teams:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46163e72 ">Microsoft Teams for IT Services permission set</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46163e72 ">To view assets and report issues in Microsoft Teams:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46163e72 ">Unified Employee Profile</td>

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

## Get Started

Before using the Salesforce IT services in Microsoft Teams app, ‌connect to your Salesforce account.

1. Open **Salesforce IT Service** in Microsoft Teams.
2. To access the Salesforce IT Service app, choose one of the following login methods:
    1. Click **Single Sign-On**.
        
        This is the recommended method for a seamless, secure login experience.
    2. Select **Login with URL**.
        
        - Enter Salesforce portal URL, and then select **Next**.
        - In the Salesforce login window, enter your Salesforce username and password, and then select **Log In**.
        
        After logging in, you can see the My Tickets view.

## Create and Manage Tickets in Microsoft Teams

Employees can submit a ticket to report a technical problem, request new hardware, or open an HR case so that the right team can help you.

1. Create a ticket.
    
    1. From the Tickets tab, click **\+ New**.
    2. In the Get help dialog, under Select Ticket Type, select the type of ticket that you want to create.
        
        <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><tbody><tr class=""><td class="slds-cell-wrap">Report a technical problem</td><td class="slds-cell-wrap">Report an incident, such as a VPN connection failure or another technical issue.</td></tr><tr class=""><td class="slds-cell-wrap">Submit a service request for new hardware</td><td class="slds-cell-wrap">Request new or replacement hardware, such as a keyboard.</td></tr><tr class=""><td class="slds-cell-wrap">Submit a HR case</td><td class="slds-cell-wrap">Open a case with HR, such as an onboarding issue.</td></tr></tbody></table>
    3. Select **Next**.
    4. Describe the issue.
        
        The label of this field depends on the ticket type that you selected.
        
        - Incident Description: For a technical problem.
        - Service Request Description: For a hardware request.
        - Case Description: For an HR case.
    5. For Who has this issue?, search for and select the affected person.
    6. If you're submitting an HR case and the issue is sensitive, select **Confidential case**.
    7. For How urgent is this?, select the urgency level that best describes the issue.
    8. Click **Next**.
    
    Your ticket is created and appears on the Tickets tab with a status of New.
2. Manage and view tickets
    
    - To view a list of all the tickets that you created, click the **My Tickets** tab. The tab shows columns for details such as Ticket Number, Subject, Priority, Status, and Last Update.
    - To view ticket details, click the ticket ID. A side panel opens with detailed information about the ticket, including all associated comments.
    - To find specific tickets, use filters to narrow the list by status or priority, or use the search field to find tickets related to a specific keyword. You can filter the ticket list by any status in the ticket lifecycle (New, In Progress, On Hold, Resolved, Closed) and by every priority level (Critical, High, Medium, Low).

## Request Services and Products

Use the Service Catalog tab to request specific services or products, such as VPN access or a new laptop. This is a central hub for browsing hardware, software, and other services from a catalog.

1. Select the **Service Catalog** tab.
2. Select a catalog.
3. Select a service or product.
    
    Use the Search bar or select a category from navigation panel to find relevant items.
4. Find the service and select **Request**.
    - Based on the type of item, select **Request** fro a service or **Add to Order**.
5. The Service Request form displays. Fill in the required details.
6. Select **Next**.
    
    The request is successfully created as a ticket.
7. Select **Finish**.
    
    View the new request on the My Tickets tab.

## Ask AI for Help

This is the conversation panel where employees can use AI agents to troubleshoot issues, get updates, and create tickets directly.

1. Select **Connect to Agentforce**.
2. In the pop-up window, enter **Salesforce portal URL**, and then select **Next**.
3. Enter Salesforce user name and password, and then select **Log In**.
    
    After login, the Microsoft Teams shows the Ask Agentforce tab. Use this tab to chat with an AI assistant and get help with IT issues.

## Manage IT Tickets Efficiently with Actionable Notifications

Employees can respond to IT ticket notifications within Microsoft Teams. This streamlined process helps employees view updates and take action without leaving their workspace.

1. Go to the Salesforce IT Service app in Microsoft Teams.
2. Select **My Tickets** tab.
3. Select **\+ New** to create a ticket.
4. In the Create New Ticket window, follow these steps:
    
    - Select a ticket type. For example, IT Help.
    - Select **Next**.
    - Enter a subject of the ticket. For example, VPN Failure.
    - Select an incident owner.
    - Enter a description of an incident.
    - Select a status. For example, New.
    - Save your changes.
5. Go to the Chat tab in Teams.
    
    The bot displays a notification card to confirm that the incident was created.
6. Select **View** incident link on the adaptive card.
    
    Incident details open in Microsoft Teams for review.

## Track Training Progress with Employee Enablement

Employees can monitor training and onboarding progress in Microsoft Teams by using Employee Enablement. This view helps them track completion dates and action items for enrolled programs.

1. Go to the Salesforce IT Service app in Microsoft Teams.
2. Select the **Employee Enablement** tab.
3. View the list of enrolled programs.
4. To view details, select a program. For example, Sales Readiness and Onboarding.
    
    Progress percentages, completion dates, and specific action items display in the details pane.

## Resolve Complex Issues by Transferring Agentforce Conversations to IT Teams

Employees can transfer complex chat sessions from an AI bot to the IT team in Microsoft Teams by using Agentforce. This process helps them receive personalized support by connecting them with IT team who can view the conversation history and provide immediate assistance.

1. Go to the Salesforce IT Service app in Microsoft Teams.
2. Select **Ask Agentforce**.
3. Enter a query in the chat. For example, I am facing VPN issues.
    
    The bot attempts to assist. If it can't resolve the issue, it initiates a hand off sequence.
4. Open the Salesforce service console.
5. In the Omni-Channel utility, accept the new chat request.
6. Return to Microsoft Teams.
    
    The employee receives the message in the same chat window and can reply to the IT team.

## View and Manage Your IT Assets in Microsoft Teams

Employees can view assigned assets in Microsoft Teams by using the My Assets tab in the Salesforce IT Service app. The workflow helps employees report asset issues directly from Teams after administrators assign assets to employees in Salesforce.

1. Go to the Salesforce IT Service app in Microsoft Teams.
2. Select **My Assets**.
    
    The My Assets tab lists assets assigned to you, sorted by assigned date. Each card shows the asset name, serial number, assigned date, and status. If no assets are assigned, the page shows a message indicating that no assets are assigned yet.
3. From the My Assets tab, locate the asset you want to report an issue for and select **Report Issue**.
4. In the Get Help dialog, under Select Ticket Type, select the option that best describes your issue.
    
    - **Submit a HR case**
    - **Report a technical problem**
    - **Submit a service request for new hardware**
5. Select **Next**.
6. In the Incident Description field, describe the issue with the asset.
7. In the Who has this issue? field, confirm or update the name of the affected employee.
8. In the How urgent is this? field, select the urgency level of the issue.
9. Select **Next** to submit the ticket.
10. Go to **My Tickets** tab to track progress. The ticket appears with a status of New.