Work with Salesforce IT Desk for MS Teams

User Permissions Needed
To use Microsoft Teams:	Microsoft Teams for IT Services permission set

Get Started

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

Open Salesforce IT Desk in Microsoft Teams.
To access the Salesforce IT Desk 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

IT teams use the main ticket view to manage all assigned work in one place. Update a ticket's subject, associations, or record type, run quick actions, and upload files directly from Microsoft Teams. Your changes sync between Microsoft Teams and your org, so everyone sees the latest ticket details.

Create a ticket
1. Select the + New to initiate the ticket creation process.
2. For Subject, enter a brief description of the ticket.
3. Optionally, for Reported By, search for and select the person who reported the ticket.
4. Optionally, for Description, enter details about the ticket.
5. Optionally, to include the location where the ticket occurred, under Geo Location for Problem, enter the latitude and longitude. Latitude must be a decimal number between -90 and 90, and longitude must be a decimal number between -180 and 180.
6. From the Status dropdown list, select the current status of the ticket.
  The default status is New.
7. From the Priority dropdown list, select the priority level for the ticket.
  The default priority is Critical.
8. Save your changes.
Manage and view tickets.
- To switch between queues, use the left-hand menu. You can navigate between different ticket types, such as Incident, Problem, Case, and Change Request.
- To view all tickets, remove the default Assigned to me filter. To sort and find tickets, use the available filters to filter the list by any status in the ticket lifecycle (New, In Progress, On Hold, Resolved, Closed) and by every priority level (Critical, High, Medium, Low).
- To view ticket details, click the ticket ID. You can perform any of these actions:
  - To update the subject, click Subject, and enter the new subject.
  - To add an association, click Add Association, and select a record.
  - To change the record type, click Choose Record Type, select a type, and click Refresh. The updated record type appears in both Microsoft Teams and your org.
  - To perform a quick action on a ticket, select one of the available options: Promote to Major Incident, Demote from Major Incident, Clone, or Upload File.
  - To upload a file, select Upload File from the quick actions menu, and select a file.
  - To see your latest changes, click Refresh.
  - To view a tab on the ticket detail page, click a tab, such as Feed, Details, Related, Associations, Results, or Comments.

Use Agentforce to Resolve Issues Quickly

IT teams can use Agentforce in Microsoft Teams as a built-in AI assistant to perform tasks such as summarization, investigation, and resolution. This AI tool provides insights that help IT teams make data-driven decisions and resolve issues quickly to improve service quality.

Select the Ask Agentforce tab.
Select an available agent.
In the chat window, type question or keyword. For example, blue screen error.
The agent processes the request and provides a response. Ask follow-up questions or close the chat to start a new session.
Use the feedback icons to provide feedback on the suggested information.

Swarm on Issues to Resolve Quickly

Swarming helps IT teams to collaborate effectively on complex incidents by creating a dedicated Teams channel. The swarming channel brings experts together from various domains to share knowledge, discuss issues, and resolve incidents quickly. IT teams use swarming to tap into the collective expertise of their team members, reducing the time and effort required to resolve complex issues.

To swarm from Microsoft Teams:
1. From the ticket details panel, select Begin Swarming.
2. From the Begin Swarming window, select a Team, and then select Next.
3. Choose to use an existing channel or select New to create a new channel.
4. For a new channel, provide a Team Name, Description, and set its privacy to Private or Public.
5. Add swarm members from a list of Salesforce users or proceed without adding members at this time.
6. In the Invite Other Users to Join the Swarm dialog, search for and select the users you want to invite, then click Next to send a swarm request to the selected individuals.
7. Select Next to create the swarm.
To swarm from IT Service console.
1. From the App Launcher go to the Agentic IT Service Desk App.
2. Select the Incidents tab, and open an incident record.
  You can also swarm on problem and change request records.
3. Select Begin Swarming on the Incident record page.
4. Select a Team.
5. Choose an existing Microsoft Teams channel or create a New channel.
6. Add members to invite to the swarm.
7. Enter a description for the swarm request.
8. The system creates the collaboration channel in Microsoft Teams.
9. IT teams track the conversation and other details from the Swarm Conversations component on the incident record page.

Manage Configuration Items in Microsoft Teams

View and manage infrastructure data directly within Microsoft Teams. IT teams reduce context switching, accelerate impact analysis, and resolve issues faster by viewing detailed configuration item (CI) attributes, interactive service maps, and real-time alerts in Microsoft Teams.

Access the CI Hub.
1. Go to the Salesforce IT Desk app within Microsoft Teams.
2. Select CI Hub tab from the application menu.
  The page displays a list of all configuration items available in the organization.
Filter configuration items.
1. In the list view header, select Filter.
2. Use filters to narrow the list of configuration items based on ownership or status.
  - To view only your configuration items, select My Configuration Items.
  - From the status list, select one or more statuses, such as New, Active, or Installed.
3. Select Apply.
View configuration item details.
1. In the list view, select the name of the configuration item to open the record.
  A details panel appears on the right.
2. In the panel, select Details tab to view attributes, such as Asset Tag, Serial Number, and OS Version.
Access configuration items from Incidents, Problems, and Change Requests.
1. In the Microsoft Teams application, open an Incident, Problem, or Change Request record.
2. Go to the Related Lists section.
3. Find the Affected CIs or Impacted CIs list.
4. Select View Details to open the record and the service map.
Select service map tab to view upstream and downstream dependencies.
1. In the Details panel of a configuration item, select View Service Map.
  The Service Map opens and displays a visual graph of the configuration item (CI) and its upstream and downstream dependencies.
2. Select a node in the graph to view its details. The functionality is the same as the Service Graph in Salesforce.

Manage Approvals in Microsoft Teams

Managers can process requests in Microsoft Teams by using the Approvals section. They can view assigned requests and submit decisions in their collaboration environment to maintain workflow momentum without switching applications.

Go to the Salesforce IT Service app in Microsoft Teams.
Select Approvals.
A list of assigned approval requests displays.
Find a request with an Assigned status. For example, i Phone 15.
Select Request to view the details.
From the action menu, select Approve or Reject.
Enter comments in the dialog box.
Select Submit.

Customize Fields in Salesforce IT Desk List Views

Customize shown in Salesforce IT Desk list views, such as Problems, Incidents, and Change Requests, so that IT teams see only the information that matters most. Use Hide fields for a quick, temporary view that's visible only to you, showing or hiding columns without changing the saved order. Use Select fields (the gear icon next to Filters) to add, remove, or reorder columns for the list view.

Hide and show fields.
Hide fields you don't need in a Salesforce IT Desk list view, or show them again, without changing the saved column order.
1. From a list view, such as Problems, Incidents, or Change Requests, click Hide Fields.
2. To hide a field from the list view, select it. The field is removed from the view, but its position in the column order is preserved.
3. To show all hidden fields again, click Unhide all.
Customize fields.
1. In Salesforce IT Desk, open the list view that you want to customize.
2. Click Select fields to display (the gear icon next to Filters).
3. In the Configure Fields window, add, remove, or reorder columns.
  - To add a column, select a field in Available Fields, and click the right arrow to move it to Visible Fields. The field is added to the bottom of the list.
  - To remove a column, select a field in Visible Fields, and click the left arrow to move it to Available Fields.
  - To change the column order, select a field in Visible Fields, and click the up and down arrows.
4. Save your changes.
  
  The list view refreshes and shows your updated columns in the order that you set.