Enable Microsoft Teams for Employee Service (ITSM)

Enable the Salesforce Go feature "Microsoft Teams for Employee Service" (service-cloud-itsm-teams-integration) — the feature that lets IT Desk and IT Service agents track tickets, request catalog items, and get Agentforce assistance from inside Microsoft Teams. Every operation dispatches through headless-360.

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.

Scope

• In scope: Enabling the service-cloud-itsm-teams-integration Go feature via its feature-enablement Connect API; verifying feature and ITSMTeamsEnabled preference state afterward; explaining why the direct org-preference PATCH route fails and why this route works instead; disabling the feature if requested; giving the user step-by-step instructions for the Azure/Entra app registration (Step 4a) since no Salesforce API can perform that part; once the user provides the resulting Client ID/Tenant ID (in chat) and the Client Secret (written to a gitignored secret file via the copy-paste command in Step 4a, never in chat), writing them directly into the MSTeamsSetupClientCredentialsEC Named Credential via API — this Salesforce-side write is always automated by this skill, never deferred back to the user; registering the Experience Cloud site as the Teams "preferred site" extension via /connect/service-itsm-teams/graph-api/extensions once that credential exists.
• Out of scope: Notification-channel preferences (Notifications, TeamsNotifications) — a separate concern from this feature. Enabling the service-cloud-swarming Go feature itself — delegate to service-itsm-swarming-configure. The IT Desk/fulfiller checklist group (Turn on IT Desk, Install IT Desk app, Manage User Access, Set Teams as Collaboration Tool for Swarming) — delegate to service-itsm-teams-itdesk-configure. The IT Service/employee checklist group (Turn on IT Service, Install IT Service app, Manage User Access, Select a Digital Experience Site) — delegate to service-itsm-teams-itservice-configure. Portal/site creation — use experience-portal-create. The actual Azure-side actions (clicking through the Azure portal, generating the client secret, granting Microsoft admin consent) must be performed by the user in the Microsoft admin center — no Salesforce API reaches Azure/Entra — but this skill still provides the exact instructions for those steps (see Gotchas and Step 4a) rather than treating them as someone else's problem.

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The problem this skill solves

ITSMTeamsEnabled is the Salesforce Go page toggle preference gating Microsoft Teams ITSM integration. Its UDD definition (ServiceItsmTeams.settings.xml) declares orgAccess="always" but has no editAccess attribute — unlike working preferences such as Notifications/TeamsNotifications, which explicitly set editAccess="always". As a result, the direct Setup preferences Connect API route is blocked:

GET  /services/data/vXX.0/setup/org/preferences/ITSMTeamsEnabled
PATCH /services/data/vXX.0/setup/org/preferences/ITSMTeamsEnabled  body: {"desiredState": true}

Both return 401:

{"error_code":"API_ERROR","status_code":401,"body":"[{\"errorCode\":\"INSUFFICIENT_ACCESS\",\"message\":\"Cannot read data!\"}]"}

("Cannot update preference value!" on the PATCH). This is a real, code-level access gate (StandardMetadataChecker in setup-connect-impl relays an Aura NoAccessException — "bit(s) do not have READ/WRITE access" — for this preference specifically), not a version-prefix or routing mistake. Do not retry this route with different API versions or bodies.

The verified working path is different: enable the Go feature, not the preference directly. The Salesforce Go feature-enablement Connect API sits behind a different access check and, on enable, flips ITSMTeamsEnabled (and related feature state) as a side effect.

---

Workflow

Step 1 — Check current feature status

mcp__headless-360__dispatch(
  method: "POST",
  url:    "/services/data/v67.0/connect/setup/discovery/features/status",
  body:   { "featureApiNames": ["service-cloud-itsm-teams-integration"] }
)

Response shape:

{
  "items": [
    {
      "apiName": "service-cloud-itsm-teams-integration",
      "status": "ENABLED",          // or "NOT_ENABLED" / "DISABLED"
      "blockedByApexLock": false,
      "dependencyStatuses": [],
      "enableBlockedReasons": [],
      "disableBlockedReasons": []
    }
  ]
}

If status is already "ENABLED", skip to Step 3 (verification) — do not re-enable. If enableBlockedReasons is non-empty, surface those reasons to the user (typically a missing license/add-on) before attempting Step 2.

Step 2 — Enable the feature

mcp__headless-360__dispatch(
  method: "POST",
  url:    "/services/data/v67.0/connect/setup/discovery/feature/service-cloud-itsm-teams-integration/enable",
  body:   {}
)

Known gotcha (verified): this call can return 500 INTERNAL_ERROR even when the feature successfully ends up ENABLED. Do not treat a 500 here as a hard failure — always re-run Step 1 (features/status) and Step 3 (ITSMTeamsEnabled read) afterward to check actual state before reporting failure to the user. If status still shows NOT_ENABLED after retrying once, then report the failure with the raw error.

Step 3 — Verify ITSMTeamsEnabled flipped

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

Expect 200 {"isPreferenceEnabled": true}. This confirms the underlying preference — otherwise inaccessible via direct PATCH — is now enabled as a side effect of the feature enable.

Step 4 — Report interim status (setup is NOT complete yet)

Report feature status and whether ITSMTeamsEnabled reads true — but frame this as progress, not completion. Enabling the Go feature is only the first half; the integration is not functional until the Microsoft Entra app is registered, its credentials are written into the Named Credential + Auth Provider, and admin consent is granted (Step 4a). Do not mark Teams "Done"/"complete" or hand back to a coordinator as done. State plainly: "The Salesforce feature is enabled; Teams integration is not yet complete — the Microsoft Entra app registration comes next." Then proceed into Step 4a. See the Completion contract below for what "complete" requires.

Step 4a — Follow the Go page's own order: Create Entra app → Configure Named Credentials → Grant consent

The Salesforce Go feature page (Setup → Salesforce Go → this feature, .../lightning/setup/page/feature/service-cloud-itsm-teams-integration/home?topic=SalesforceGo) renders a "Complete the Required Steps" → "Integrate Salesforce with Teams" checklist with exactly three items, in this order — verified from a live screenshot of the page. Follow this order; do not skip ahead to Named Credentials before the Entra app exists, and do not treat "Grant Azure Administrator Consent" as optional:

1. Create Microsoft Entra ID App ("Set Up Microsoft Entra ID App" button — opens portal.azure.com). There is no Salesforce API for this sub-step; give the user these exact clicks and wait for them to provide the resulting values:
   • portal.azure.com → Microsoft Entra ID → App registrations → New registration. Name it something identifiable (e.g. Salesforce ITSM Teams Integration); single-tenant is fine unless the user's org spans multiple tenants. Leave the redirect URI blank at creation — the Delegated Graph permissions below require one, but it's added later as the Auth Provider callback (Step 5; see references/azure-credential-population.md).
   • From the app's Overview page, note the Application (client) ID and Directory (tenant) ID.
   • Certificates & secrets → New client secret → copy the secret value immediately (unrecoverable after leaving the page).
   • API permissions → Add a permission → Microsoft Graph → Delegated permissions → add all 17 below, then click Grant admin consent so every row reads Granted. These are Delegated (not Application) — verified working set: Channel.Create, Channel.ReadBasic.All, ChannelMember.Read.All, ChannelMember.ReadWrite.All, ChannelMessage.Edit, ChannelMessage.Read.All, ChannelMessage.ReadWrite, ChannelMessage.Send, Team.Create, Team.ReadBasic.All, Group.Read.All, Group.ReadWrite.All, openid, profile, email, offline_access, User.Read. Several require admin consent (Admin consent required = Yes), so the Grant admin consent click is mandatory — ungranted consent-required rows make Teams calls fail (see the AccessDenied gotcha). Do not add TeamworkAppSettings.ReadWrite.All (not in the working set). Scopes can change between releases — if MS docs list more, add and re-grant.
   • Provide the credentials without exposing the secret in chat: Client ID and Tenant ID are non-secret and may be given in the conversation; the Client Secret is confidential — NEVER ask for it in chat. Have the user write it to a gitignored file: substitute the job/temp path for <secret-file> (e.g. $CLAUDE_JOB_DIR/tmp/teams-secret), then hand them exactly this to copy-paste into the Claude Code prompt (secret Value, not the Secret ID, between the quotes):

     ! umask 077; printf '%s' 'PASTE-CLIENT-SECRET-HERE' > <secret-file> && echo written
     

     Keep the leading ! — it runs the line in this session's Bash so the file persists. It prints written; then read it from <secret-file> at write time (Step 5) and never echo or log it.

     Note: the !-prefix line is echoed into the chat transcript — if the secret shows up there, treat it as compromised and have the user rotate it in Azure after setup works.

2. Configure Setup Named Credentials ("Go to Setup" button on the Go page — the manual equivalent of what this skill automates). Once you have the Client ID / Tenant ID and the secret is available in the secret file, do not tell the user to enter anything into Setup — call the Named Credential APIs directly, per "Populating MSTeamsSetupClientCredentialsEC given a user-supplied client ID/secret" under Step 5 below. This same set of values must ALSO be written into the microsoft_auth_provider Auth Provider (the inbound-SSO side, distinct from the outbound-Graph Named Credential) — the org provisions this Auth Provider empty. Do this automatically too; see "Populating the microsoft_auth_provider Auth Provider" under Step 5. Both artifacts share the same Client ID / Tenant ID / Client Secret and must be populated together — populating only the Named Credential leaves portal SSO login broken.
3. Grant Azure Administrator Consent ("Grant Consent" button on the Go page). Clicking it opens a modal with a one-time consent link to a fixed Salesforce-owned Entra app (client_id=cd6bd63f-41ef-47cc-9465-86e986179a29, tenant segment organizations — not the user's own tenant ID, and not the app created in step 1) requesting the Organization.ReadWrite.All delegated scope:

   https://login.microsoftonline.com/organizations/oauth2/v2.0/authorize?client_id=cd6bd63f-41ef-47cc-9465-86e986179a29&response_type=code&redirect_uri=https://salesforce.com&response_mode=query&scope=Organization.ReadWrite.All
   

   This link is static — it does not need to be fetched per-org or per-user, and headless-360 has no operation that generates or dispatches it (it's rendered by an internal Aura controller with no public Connect API mirror). Paste this exact link and tell the user to click it, signed in as a Microsoft tenant admin, to grant consent — this action authenticates as the Microsoft admin and cannot be performed by this skill via API.

Everything the user does above (steps 1's Azure clicks and step 3's consent click) is their manual responsibility because no Salesforce API reaches Azure/Entra. Everything Salesforce-side — writing the supplied credential (secret read from the gitignored secret file, never from chat) into the Named Credential in step 2 — is this skill's job to automate; that division of labor is the entire point of this skill.

Step 4b — Delegate to the IT Desk / IT Service child skills

Before touching the "Set Up Salesforce IT Desk" / "Set Up Salesforce IT Service" checklist groups, ask the user which they want — these are two independent halves of the feature (fulfiller side vs. employee side) and a user may only need one:

• Salesforce IT Desk — for IT agents/fulfillers to swarm on and resolve tickets from Teams. Invoke service-itsm-teams-itdesk-configure.
• Salesforce IT Service — for employees to create and manage their own tickets from Teams. Invoke service-itsm-teams-itservice-configure.
• Both — invoke both child skills.

Each child skill handles its own 3-4 item checklist group (Turn on <app> → Install <app> App on Teams → Manage User Access → optional 4th item) end-to-end — do not duplicate that logic here.

Step 4c — Delegate the embedded Agentforce agent (Teams "Ask AI Agent")

If the user wants the embedded Agentforce agent to reply inside the Teams custom client ("Salesforce Employee Assist" → "Ask AI Agent") — i.e. build the Teams_AgentForce MIAW deployment, its Web channel (User Verification ON + a JWKS_URL Key Set), the routing flow to the IT Service Employee Agent, and the Agent Access permission set for the portal user — invoke service-itsm-teams-employee-agent-configure. That is a distinct, large capability with its own object model; do not attempt it inline here. It requires the employee portal site (experience-portal-create) to exist first.

Step 5 — Register the preferred site (Teams extension), once the Azure credential exists

Once the org has an external credential named MSTeamsSetupClientCredentialsEC (see Step 4a and "Populating..." below), register the Experience Cloud site that should back the Teams integration:

mcp__headless-360__dispatch(
  method: "POST",
  url:    "/services/data/v67.0/connect/service-itsm-teams/graph-api/extensions",
  body:   { "siteUrlPathPrefixes": ["<site urlPathPrefix from GET /connect/communities>"] }
)

Update later with:

mcp__headless-360__dispatch(
  method: "PATCH",
  url:    "/services/data/v67.0/connect/service-itsm-teams/graph-api/extensions/{extensionId}",
  body:   { "siteUrlPathPrefixes": ["<updated prefix list>"] }
)

If this returns 400 UNKNOWN_EXCEPTION "...external credential \"MSTeamsSetupClientCredentialsEC\" might not exist", the Azure/Entra step (Gotchas) has not been completed yet — this is not a bug in the call itself.

If instead it returns AccessDenied (or 400 UNKNOWN_EXCEPTION "...Unable to fetch tenant ID") even after the EC shows authenticationStatus: "Configured", the cause is almost always an incomplete Azure/Entra grant — fixable, not a license wall (verified: same call went AccessDenied → 201 Success after these). Check, in order: (1) admin consent not granted — several Step 4a scopes read Admin consent required = Yes and surface as AccessDenied until an admin clicks Grant admin consent; confirm every row reads Granted. (2) credential empty — a re-provision can empty the EC; it must read Configured at retry, so repopulate it. Retry Step 5 after both. Do not "fix" this by switching Delegated → Application — the verified working integration is Delegated + admin consent; flipping to Application diverges from the known-good setup.

Once you have the Azure Client ID and Tenant ID (given in chat) and the Client Secret (read from the gitignored secret file written in Step 4a — never requested in chat), do the Salesforce-side writes yourself — do not tell the user to enter values in Setup. The full verified recipe (populating MSTeamsSetupClientCredentialsEC, populating the microsoft_auth_provider Auth Provider for inbound SSO via the Metadata API, matching the portal user's Username to the Microsoft UPN so MsTeamsItsmSSOHandler resolves them, and granting the portal user ApiEnabled for the Teams Connect APIs) — with exact API bodies, the AuthProvider MDAPI template, the Web-vs-SPA callback constraint, and their gotchas — is in:

→ references/azure-credential-population.md

---

Completion contract — do NOT report Teams setup "complete" until all of these hold

The Go-feature enable (Steps 1–3) is necessary but not sufficient. The single most common failure mode is declaring Teams "configured/done/complete" after Step 3 while the Microsoft Entra app is still unregistered — which leaves in-Teams sign-in and the outbound Graph integration broken. Treat the Entra app registration as a blocking prerequisite of completion, never an optional tail. Report complete only when every item below is verified (not merely instructed):

1. Feature enabled — service-cloud-itsm-teams-integration reads ENABLED and ITSMTeamsEnabled reads true (Steps 1–3).
2. Microsoft Entra app registered — the user has completed Step 4a's Azure clicks and provided the Client ID and Tenant ID (in chat) with the Client Secret written to the gitignored secret file via the Step 4a copy-paste command (never pasted in chat). Until they do, stop and wait — this is a hard gate; you cannot proceed past it, and you must not report completion around it.
3. Credentials populated (Salesforce-side, automated by this skill) — MSTeamsSetupClientCredentialsEC reads authenticationStatus: "Configured" and the microsoft_auth_provider Auth Provider is populated with the same values (see references/azure-credential-population.md). Populating only one leaves either outbound Graph or inbound SSO broken.
4. Admin consent granted — the user has clicked the static consent link in Step 4a item 3, signed in as a Microsoft tenant admin.
5. Preferred site registered — the Teams extension call in Step 5 returns success (or the user has explicitly deferred the employee-site half).

If any of 2–4 is pending, the correct status is "Blocked on Microsoft-admin action — Teams integration incomplete," with the exact next step called out. A partial state is not a success; do not soften it, and do not let a coordinator mark this feature Done.

---

Disabling (if requested)

mcp__headless-360__dispatch(
  method: "POST",
  url:    "/services/data/v67.0/connect/setup/discovery/feature/service-cloud-itsm-teams-integration/disable",
  body:   {}
)

Re-run Step 1/Step 3 afterward to confirm. Disabling ITSMTeamsEnabled's underlying provisioning (SSO handler, named/external credentials, PKCE OAuth client) may not be fully reversed by this call alone — verify with the user whether they also need those artifacts removed and treat that as a separate, manual Setup exercise.

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Related, separately-enabled preferences

Two sibling org preferences drive the "Fulfiller Hub" and "Employee Hub" halves of this feature and, unlike ITSMTeamsEnabled, are directly writable via the standard Setup preferences Connect API — GET/PATCH /services/data/v67.0/setup/org/preferences/OrgHasITSMFulfillerTeams ("Enable Salesforce IT Desk") and .../OrgHasEmployeeServiceTeams ("Enable Salesforce IT Service"). Both take {"desiredState": true} and return {"isPreferenceEnabled": true}. They are independent bits — enabling them does not unblock ITSMTeamsEnabled; enable them alongside, not instead of, the Step 2 feature-enable call if the user wants both Hubs.

---

Gotchas

The verified, load-bearing pitfalls (direct-PATCH 401, empty Auth Provider, Azure Web-vs-SPA redirect, Username=UPN handler, portal API-Enabled, static consent link, version-prefix requirement, and more) are catalogued in references/gotchas.md. Read it before reporting a step as failed or retrying an enablement guess.

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Related Skills

Skill	When to use instead
service-itsm-teams-itdesk-configure	The "Set Up Salesforce IT Desk" checklist group (fulfiller side) — this skill delegates to it (see Step 4b)
service-itsm-teams-itservice-configure	The "Set Up Salesforce IT Service" checklist group (employee side) — this skill delegates to it (see Step 4b)
service-itsm-teams-employee-agent-configure	Making the embedded Agentforce agent reply in the Teams "Ask AI Agent" custom client (Teams_AgentForce MIAW deployment) — this skill delegates to it (see Step 4c)
service-itsm-swarming-configure	Enabling the service-cloud-swarming Go feature for "Set Teams as Collaboration Tool for Swarming" — invoked by service-itsm-teams-itdesk-configure, not by this skill directly
Notification-channel preferences	Enabling the Notifications/TeamsNotifications preferences is a distinct concern from this feature (no dedicated child skill exists yet)
experience-portal-create	Creating the employee-service portal/site itself
service-itsm-channels-coordinate	Top-level menu across Teams, Slack, Swarming, Notifications, Portal