Set Up Salesforce IT Service (Microsoft Teams)

Complete the "Set Up Salesforce IT Service" checklist group on the Teams ITSM Go page (service-cloud-itsm-teams-integration's feature page) — the employee side of Teams ITSM integration, for employees to create and manage their own tickets from Teams. Every operation dispatches through headless-360.

Scope

• In scope: Turning on the OrgHasEmployeeServiceTeams preference; giving the user the exact Teams marketplace link + help doc for the IT Service app install; assigning the TeamsForEmployeeUser permission set to confirmed users; selecting the Digital Experience Site to link with Teams via the SLACK_PREFERRED_SITE org value.
• Out of scope: The base Teams Salesforce Go page toggle (ITSMTeamsEnabled), Azure/Entra app registration, Named Credential population, and Teams extension/preferred-site registration — use service-itsm-teams-configure (a prerequisite for this skill). The IT Desk/fulfiller half of the checklist — use service-itsm-teams-itdesk-configure.

Prerequisite: run service-itsm-teams-configure first (or alongside) — this skill assumes the service-cloud-itsm-teams-integration Go feature is already enabled.

Execute one step at a time. These steps make real, state-changing API calls. Run a single operation, show its result, confirm it succeeded, then proceed — do not batch multiple setup calls into one parallel block.

Workflow

Step 1 — Turn on Salesforce IT Service

This is a straight org-preference toggle (unlike ITSMTeamsEnabled, this one supports direct PATCH) — enable it yourself via API, do not ask the user to click the Setup toggle:

mcp__headless-360__dispatch(
  method: "PATCH",
  url:    "/services/data/v67.0/setup/org/preferences/OrgHasEmployeeServiceTeams",
  body:   { "desiredState": true }
)

Expect 200 {"isPreferenceEnabled": true}. Tell the user it's enabled — do not ask them to flip the toggle themselves.

Step 2 — Install Salesforce IT Service App on Teams (user's responsibility)

There is no Salesforce or Microsoft API this skill can call to install a Teams app into a tenant's app catalog — this always requires a human clicking "Add" in the Microsoft Teams admin center / AppSource, signed in with sufficient tenant permissions. Give the user the exact marketplace link and help doc; do not attempt to automate this step.

• Marketplace (verified live from the Go page's "Go to Microsoft Marketplace" button):

  https://marketplace.microsoft.com/en-us/product/teams-app/WA200009838?tab=Overview
  

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• Help doc: https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_emplye_srvcs_app.htm&type=5

Print both together. Also tell the user the Microsoft email the employee signs in with must match that Salesforce user's Username (SSO maps MS UPN → Username; a mismatch fails login silently). Then HALT until the user replies "installed" — a human-only action; do not proceed or fabricate the confirmation.

Step 3 — Manage User Access

"Manage User Access" ("Manage" button on the Go page) assigns the permission set — verified live from the "Manage Microsoft Teams for Employee Service User Access" dialog:

• TeamsForEmployeeUser (label "Teams for Employee", backed by PSL TeamsForEmployeePsl)

Do not just assign every active user. Ask the user which specific user(s) should get access. If they want to see the list of users first (rather than naming them), page it — show at most 10 users per page, then ask "want to see more?" before showing the next page, since orgs can have hundreds or thousands of users:

mcp__headless-360__dispatch_readonly(
  method: "GET",
  url:    "/services/data/v67.0/query",
  queryParams: { "q": "SELECT Id, Name, Username, Email FROM User WHERE IsActive = true ORDER BY Name LIMIT 10 OFFSET <page * 10>" }
)

Who to assign — warn the user up front: the target must be a real employee / UEL user whose email exists on the Azure/Entra side (a Microsoft account in the same tenant). Login is SSO (MS UPN → the Salesforce Username), so assigning it to a user with no matching Azure account — or a misaligned email/UPN — fails login silently (see the UPN↔Username note above). State this before assigning; never assign system/integration accounts.

Verified gotcha (spotting who NOT to pick): in scratch/test orgs the first page(s) are often dominated by non-employee accounts — e.g. Automated Process, Bot User, Insights Integration, *.ext integration users, ESW_* / *Site Guest User guests, DigitalAgent.* agents — none are employee/UEL users or have an Azure identity. Flag such rows as likely-not-employee (don't silently filter — call them out); if the user says "not employee users, skip," move to the next page.

Once the user confirms specific user(s), look up the permission set's Id (it is stable per org but don't hardcode it — query fresh):

mcp__headless-360__dispatch_readonly(
  method: "GET",
  url:    "/services/data/v67.0/query",
  queryParams: { "q": "SELECT Id, Name FROM PermissionSet WHERE Name = 'TeamsForEmployeeUser'" }
)

Then assign the permission set to each confirmed user via PermissionSetAssignment (one record per user — batch with as many calls as needed, there is no bulk-assign endpoint exposed here):

mcp__headless-360__dispatch(
  method: "POST",
  url:    "/services/data/v67.0/sobjects/PermissionSetAssignment",
  body:   { "AssigneeId": "<user id>", "PermissionSetId": "<permission set id>" }
)

Verify by re-querying PermissionSetAssignment for that AssigneeId, or simply trust the 201 from the assignment call plus a SELECT ... FROM PermissionSetAssignment WHERE AssigneeId = '<user id>' AND PermissionSetId = '<permset id>' readback.

Login prerequisites (required for the user to actually sign in to IT Service in Teams)

Assigning the permission set above is necessary but not sufficient — a UEL user who opens the IT Service app in Teams can still hit a silent login failure unless all three of the following are also in place. Verify (and set) these as part of enabling a user:

1. "Allow OAuth for employees" on the employee login profile (e.g. Unified Employee) — Setup → Profiles → (profile) → Session Settings → check Allow OAuth for employees. Set this in the Setup UI. It is not a Profile SObject field (no OAuth field appears in Profile describe) and it is not the Metadata element Profile.sessionSettings.allowOauthForEmployees — a Profile metadata deploy containing <sessionSettings><allowOauthForEmployees> fails validation: Element {…}sessionSettings invalid at this location in type Profile (verified Aug 2026). Nor is it readable/writable via the headless-360 Connect/REST/Tooling dispatch. Use the Setup UI checkbox. Confirmed blocker: with it off, the OAuth handshake for the embedded app fails and login silently does not complete — the community login succeeds (LoginHistory "Employee Login to Community" = Success) but no OauthToken is ever minted for the user, and the Teams app re-pops its "Single Sign-On / Login with URL" chooser (often with a /…/setup/secur/RemoteAccessAuthorizationPage "Service Not Available" popup).

2. CORS Allowed Origins must include both Teams origins. Check with dispatch_readonly GET /services/data/v67.0/query on SELECT Id, UrlPattern FROM CorsWhitelistEntry, and create any that are missing with dispatch POST /services/data/v67.0/sobjects/CorsWhitelistEntry body {"UrlPattern": "<origin>"} (this is a data-API sobject, not a Tooling type — a Tooling POST/query returns NOT_FOUND/INVALID_TYPE):

   • https://teams.cloud.microsoft
   • https://cdn.scs.static.lightning.force.com — the Lightning static-resource CDN the embedded IT Service surface loads from. Confirmed blocker: with this origin missing (even when teams.cloud.microsoft is present), the browser blocks the asset/OAuth preflight and login silently fails. After adding it, have the user hard-refresh / clear the Teams app cache.

3. "API Enabled" system permission on the user (PermissionsApiEnabled = true) via a permission set — not just the base profile — or the embedded app's API calls are rejected and the user can't sign in. Use the same org-wide, created-once permset IT Desk uses (commonly Teams_Employee_ApiAccess): query PermissionSet WHERE Name = 'Teams_Employee_ApiAccess', and if absent create it once (POST /sobjects/PermissionSet {"Name":"Teams_Employee_ApiAccess","Label":"Teams Employee API Access","PermissionsApiEnabled":true}); then assign. Don't create a duplicate. See service-itsm-teams-itdesk-configure's Login prerequisite.

If a user reports "can't log in to IT Service in Teams" and Steps 1–4 all look done, walk these three prerequisites first — they are the most common silent-login blockers. For the full pass/fail diagnostic sequence (including the OAuth-token-mint check that isolates a portal-user OAuth failure), see Troubleshooting: Teams for Employee Service login & agent below.

Step 4 — Select a Digital Experience Site

This checklist item ("Digital Experience Site Name" dropdown, currently "None" until set) reads/writes the org-value SLACK_PREFERRED_SITE — the same OrgValueUtil.OrgValues Java-enum mechanism as Swarming's SWARM_COLLABORATION_TOOL — and is not gated by any Teams license or Azure/Entra credential, so it works independently of the rest of the Teams setup.

1. List all Digital Experience sites in the org:

   mcp__headless-360__dispatch_readonly(method: "GET", url: "/services/data/v67.0/connect/communities")
   

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   If the org has no Digital Experience site yet (empty list), one must be created before this step can be completed — hand off to experience-portal-create to provision a new site (an employee-service / IT-support portal fits this use case), then return here with its Id.
2. Present the full list to the user and ask them to pick one. If they don't choose, pick one yourself (the only site if there's exactly one, otherwise a sensible default such as the most recently modified Live site) and explicitly tell the user which one you picked — don't proceed silently.
3. Check the current value first (skip the write if already set to the chosen site's Id):

   mcp__headless-360__dispatch_readonly(method: "GET", url: "/services/data/v67.0/setup/org/values/SLACK_PREFERRED_SITE")
   

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   stringValue holds the current selection — the chosen site's Id, or "None".
4. Write the selection using the site's Id (from step 1's connect/communities response — the Network record Id, not urlPathPrefix):

   mcp__headless-360__dispatch(
     method: "PATCH",
     url:    "/services/data/v67.0/setup/org/values/SLACK_PREFERRED_SITE",
     body:   { "orgValue": "<site Id>" }
   )
   

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   Verified live: PATCH with a site's Network Id (e.g. 0DBSB000002EYwj4AG) returned 200 {"stringValue": "<that Id>", ...}, and a follow-up GET confirmed the same value persisted.
5. Re-run step 3's GET to confirm.

Step 5 — Make the embedded Agentforce agent reply in Teams

Completing Steps 1–4 provisions the IT Service surface, but it does not make the embedded Agentforce agent actually reply inside the Teams custom client ("Salesforce Employee Assist" / "Ask AI Agent"). That is the final, hardest part of IT Service agent setup and is covered by a dedicated skill:

→ service-itsm-teams-employee-agent-configure

Invoke it (or hand off to it) after Step 4 when the user wants the in-Teams agent to respond. It covers the verified architecture — a Web channel with User Verification ON + a JWKS_URL Key Set, the Teams_AgentForce deployment, an Omni-Flow routing flow to a real, Active agent, and an Agent Access permission set on the portal user — plus the diagnostic for the common "agent joins then leaves" symptom (auth ON but no Key Set, or missing Agent Access). The per-user Agent Access assignment there is the natural follow-on to the Manage User Access step (Step 3) above.

Verified gotcha — UI shows stale "None" after the API write. The Go page's dropdown is a wired LDS cache over this org-value; a raw Connect PATCH doesn't invalidate it. The write is real and durable (a follow-up GET confirms it) — if the Setup page is open, tell the user to hard-refresh the tab to see the new selection.

Naming is misleading — this is a shared, cross-feature setting, not Teams-exclusive. Despite the SLACK_ prefix (a holdover from this org-value's original Slack-ITSM use case), it backs the "Select a Digital Experience Site" picker on both the Teams ITSM Go page and the equivalent Slack ITSM Go page — writing it from one surface changes what the other surface shows. If the user has also configured Slack ITSM, flag that setting this will also change Slack's preferred site.

Gotchas

Troubleshooting: Teams for Employee Service login & agent

When a user reports a Teams for Employee Service failure (can't log in, "Service Not Available" popup, agent won't reply), run these checks in order — each is a pass/fail gate with an exact query and remediation. Stop at the first one that fails; they are ordered from most-common and cheapest to deepest.

For a broader guided diagnosis across all Teams ITSM symptoms (IT Desk login, feature enablement, tab loading, service catalog, Agentforce, Swarming, SSO — not just IT Service login), use the dedicated service-itsm-teams-debug skill, which routes the reported problem to the matching pass/fail checklist. The sequence below is the IT-Service-login-focused subset.

Run the read-only checks with dispatch_readonly (a Tooling-object check is noted where the query needs the Tooling API). Convert the placeholder ids to the real ones you find as you go.

A. Community login itself

SELECT LoginTime, Status, LoginType FROM LoginHistory
  WHERE UserId='<userId>' ORDER BY LoginTime DESC LIMIT 5

• No community access → the site's Network.OptionsAllowInternalUserLogin is off for an internal/UEL user. Enable "Allow internal users to log in directly" on the site's login settings (see the portal-create skill's internal-login flag). Different failure from the ones below — fix this first if present.
• Employee Login to Community = Success → login works; the failure is downstream in OAuth or agent runtime. Continue to B.

B. The three silent-login prerequisites (see Step 3 → Login prerequisites)

1. Allow OAuth for employees on the login profile (Setup-UI-only checkbox). No API read path — verify by the OAuth-token check in C below (its real symptom).
2. CORS Allowed Origins — must contain both origins:

   SELECT Id, UrlPattern FROM CorsWhitelistEntry
   

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   Missing https://teams.cloud.microsoft or https://cdn.scs.static.lightning.force.com → create it (POST /sobjects/CorsWhitelistEntry {"UrlPattern":"<origin>"}), then hard-refresh.
3. API Enabled system permission on the user (via a permission set, not just the profile).

C. OAuth token mint — the decisive portal-user check

This is the check that isolates a portal/UEL OAuth failure from a login failure. After the user retries login from a fresh Teams chat:

SELECT Id, AppName, UserId, User.Username, CreatedDate FROM OauthToken
  WHERE AppName='ServiceCloudMSTeamsEca'

• A token row exists for the failing user → OAuth succeeded; the problem is agent-runtime, not login — jump to E.
• No token for the failing user, but community login shows Success (B) → the OAuth authorize step never minted a token. This is the "Service Not Available" popup on /<sitePrefix>/setup/secur/RemoteAccessAuthorizationPage. Work through D.

Diagnostic tell (verified): if a Standard-profile user mints a ServiceCloudMSTeamsEca token but a UEL / portal user does not — even with identical permission sets — the blocker is the portal-user OAuth authorize path (profile OAuth flag, or the self-approval page served on the community host), not any ECA permission grant. In the verified org the Standard user minted a token with zero SetupEntityAccess rows while the UEL user holding everything did not, so ECA SetupEntityAccess config does not explain the difference.

D. Portal-user OAuth authorize (self-approval page on the community host)

The ServiceCloudMSTeamsEca External Client App is auto-installed by the Go-page toggle and needs no configuration — do not change its OAuth policy or add SetupEntityAccess rows. Symptom: the Teams popup titled "Service Not Available / An unexpected connection error occurred" at /<sitePrefix>/setup/secur/RemoteAccessAuthorizationPage, and/or an access-check error body {"acc":8} on the streaming endpoint.

This failure is portal/UEL-specific and is not an ECA-permission problem (per the Diagnostic tell above, a Standard user mints a token with zero SetupEntityAccess rows). The OAuth authorize is being routed to the community host (https://<org>.my.site.com/<prefix>/setup/secur/...), which can't render the self-approval page, rather than to My Domain. The ECA is packaged/first-party — do NOT hand-edit its OAuth policy, callbackUrl, isFirstPartyAppEnabled, or oauthLink. Confirm "Allow OAuth for employees" (B) and API Enabled (C) first; if the portal token still won't mint, capture the popup URL + any acc code and escalate to the Teams ITSM product team — it's beyond a configurable-setting fix.

E. Embedded Agentforce agent joins then leaves (no reply)

If login + OAuth succeed but the "Ask AI Agent" agent won't reply, hand off to service-itsm-teams-employee-agent-configure — the two verified fixes are (1) the Teams_AgentForce channel's User Verification ON backed by a JWKS_URL Key Set and (2) an Agent Access permission set enabling the IT Service Employee Agent on the portal user. That skill's reference has the full runtime-chain diagnostics (scrt2 token, SSE 401, ConversationEntry queries).

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