Microsoft and Salesforce have patterned on a new integration that allows users to interweave customer and case records from Salesforce within the Microsoft Teams app.
The integration will be offered to Sales and Service Cloud customers with Enterprise or Unlimited edition at no cost and aims to bring customer data typically stored in a customer relationship management (CRM) application like Salesforce to a central communications app like Microsoft Teams.
According to Microsoft, the integration will help bring sales teams together more easily and help make up for the lost discussions that are missing in the current remote work environment. The integration also aims to enable better coordination and faster response times for service teams.
Here’s more from a Microsoft blog announcing the integration:
It all starts with the conversations that teams and individuals can have in chat. 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 users need to contact their customer success or account representatives to ask about the integration. After that, team owners can add the Salesforce app to their team from AppSource or the Microsoft Teams store.