Salesforce brings sales and service data into Microsoft Teams to support a hybrid workforce

At Build, we shared how a new class of collaboration apps is needed to support the global structural changes for hybrid work. These apps provide a single collaborative layer to support synchronous and asynchronous working styles. We call this new class of applications collaborative apps.

The Salesforce app in Microsoft Teams is now Generally Available. Now, sales and service teams using Salesforce Sales Cloud or Service Cloud can bring account data and records into their Teams workspace for better collaboration. Sales and service reps no longer need to switch between windows to find key data; it’s all in one workspace so teams can stay aligned and work efficiently.

The integration supports the type of collaboration teams need in their current hybrid customer engagements. Sales teams need to have the most recent and relevant context about accounts as they interact with their teams and customers to provide a seamless buying experience. For service teams, it can create better coordination and faster response times to open cases, increasing customer satisfaction and reducing the support load on the team.

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The Salesforce integration allows customers to access their Salesforce records in Teams channels, chat conversations, and meetings. This helps increase internal alignment and save time by no longer having to switch between applications.

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With the Teams Integration, Salesforce users can:

  • Pin records to Teams channel tabs and chats to make them easy to find
  • Edit records directly within Teams.
  • Post important conversation moments on the Salesforce Chatter feed of records pinned on Teams channel and chat tabs.
  • Mention Salesforce records (opportunities, accounts, cases, contacts, and leads) in Teams channels and chats to facilitate collaboration.
  • Preview more details about records mentioned in Teams channels and chats.

The integration has received a high volume of interest while in pilot and we’re excited to see a collaborative app meeting our joint customers where they work.

 

To get started:
Add the Salesforce App to your Teams tenant from the Teams Admin Center. The Salesforce integration with Microsoft Teams is available to Microsoft customers licensed with Teams, and Salesforce customers with Sales and Service licenses in Enterprise, or higher editions, orgs.


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