service-itsm-teams-itservice-configure

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 TeamsForEmployeeUser/MicrosoftGraphAccess permission sets 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

• 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 two permission sets — verified live from the "Manage Microsoft Teams for Employee Service User Access" dialog:

• TeamsForEmployeeUser (label "Teams for Employee", backed by PSL TeamsForEmployeePsl)
• MicrosoftGraphAccess (label "MicrosoftGraphAccess") — assigned alongside it in the same

dialog.

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>" }
)

Verified gotcha: in scratch/test orgs (and possibly some real orgs), the first page(s) of this query are often dominated by non-employee system/integration accounts — e.g. Automated Process, Bot User, Insights Integration, *.ext integration users, ESW_* / *Site Guest User guest users, and DigitalAgent.* agent users. When presenting a page to the user, flag these as likely-not-employee accounts (don't silently filter them out of the list — the user may still want one assigned — but call out which rows look like system accounts so the user doesn't have to guess). If the user says a listed batch is "not employee users, skip," move on to the next page rather than assigning any of them.

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

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

Then assign both permission sets to each confirmed user via PermissionSetAssignment (one record per user/permset pair — 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 two permission sets 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).

1. 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.

1. "API Enabled" system permission on the user. The UEL user must have the API Enabled

system permission — grant it via a permission set (create/choose a permission set → System Settings → check API Enabled → assign to the user), not just the base profile. Without it the embedded app's API calls are rejected and the user can't sign in.

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) is not the same API as service-itsm-teams-configure's Teams extension registration (/connect/service-itsm-teams/graph-api/extensions) — that one requires the Azure/Entra credential and is gated by the MsTeamsAppApiFamily license blocker (see that skill's Gotchas). This checklist item instead 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, so it works even when the extension registration is blocked.

1. List all Digital Experience sites in the org:

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

1. 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.

1. 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")

stringValue holds the current selection — the chosen site's Id, or "None".

1. 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>" }
   )

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.

1. 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).

1. CORS Allowed Origins — must contain both origins:

   SELECT Id, UrlPattern FROM CorsWhitelistEntry

Missing https://teams.cloud.microsoft or https://cdn.scs.static.lightning.force.com → create it (POST /sobjects/CorsWhitelistEntry {"UrlPattern":"<origin>"}), then hard-refresh.

1. 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 Unified Employee (UEL) / portal user does not — even with identical permission sets — the blocker is specific to the portal-user OAuth authorize path (profile OAuth flag, or the ECA self-authorization page being served on the community host), not the ECA authorization grant. In the verified org the Standard user minted a token without even holding the ECA-authorizing permission set, while the UEL user holding everything did not — so an identical permission-set/SetupEntityAccess config does not explain the difference.

D. ECA (External Client App) OAuth self-authorization

The ServiceCloudMSTeamsEca External Client App gates the OAuth authorize. 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.

1. Policy must be `AdminApprovedPreAuthorized` (not AllSelfAuthorized):

   SELECT Id, PermittedUsersPolicyType FROM ExtlClntAppOauthPlcyCnfg
     WHERE ExternalClientApplicationId='<ecaId>'   (Tooling)

AllSelfAuthorized forces every user through the self-approval page, which communities cannot serve (/setup/secur/* is a Setup page) → the connection error. Fix by editing the ExternalClientApplication's OAuth policy via Metadata (the Tooling object is read-only — update → CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY): retrieve ExtlClntAppOauthConfigurablePolicies:<Eca>_oauth_defaultPolicy, set <permittedUsersPolicyType>AdminApprovedPreAuthorized</permittedUsersPolicyType>, redeploy. (Valid enum values are only AllSelfAuthorized and AdminApprovedPreAuthorized — AdminApproved is invalid.)

1. Pre-authorize the ECA to a permission set the user holds — AdminApprovedPreAuthorized

denies everyone not explicitly authorized (surfaces as {"acc":8}):

   SELECT ParentId, SetupEntityType FROM SetupEntityAccess WHERE SetupEntityId='<ecaId>'

If missing, create SetupEntityAccess {ParentId=<permsetId the user has>, SetupEntityId=<ecaId>} (no SetupEntityType — it auto-resolves to ExternalClientApplication).

1. **If policy is AdminApprovedPreAuthorized, the user holds an authorized permission set, and

"Allow OAuth for employees" is on — yet the token still doesn't mint for the portal user (per C): the remaining suspect is that the OAuth authorize is being routed to the community host (`https://<org>.my.site.com/<prefix>/setup/secur/...`), which cannot render the authorization page, rather than to My Domain. This ECA is packaged/first-party** — do NOT hand-edit its callbackUrl/isFirstPartyAppEnabled/oauthLink. At this point capture the exact popup URL + any acc code and escalate to the Teams ITSM / ECA product team; it is 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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