Microsoft has announced the availability of the Salesforce in Microsoft Teams pilot. The integration will be offered to Sales and Service Cloud customers with Enterprise or Unlimited edition at no additional cost.
According to Microsoft, the integration will help bring sales teams together more easily and help make up for some of the hallway discussions that are now missing from many daily routines in light of the current work-from-home environment. For service teams, the integration will also enable better coordination and faster response times to open cases, allowing for more team collaboration both within the service department and outside.
With a Salesforce message extension integration, now you can integrate key customer details right inline within a conversation, keeping details right in context and alongside your conversations. Relevant details around customer contact information are displayed within the broader chat stream. Administrators can also choose and determine the level of visibility for this information – whether details can be shared within a secured team, or whether they require a Salesforce log-in to display.
In addition, you can now pin customer information as a tab in a channel. Within this tab, you can see and update key vendor information, related contacts, and view updates and activities all in one place. This facilitates a workflow where you use a team or channel per customer to holistically manage all aspects of that relationship. Add the corresponding Salesforce display as a tab, and you’ll have an integrated workspace that brings together chat files, and more alongside key customer information stored within the Salesforce CRM.
To get started, Salesforce customers will need to contact their customer success representatives or account executives to have them provision integration capabilities for Microsoft Teams. After this, team owners can add the Salesforce application to their team from AppSource or the Microsoft Teams store.