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  • Writer's pictureIryna Yamborska

Microsoft Teams and Salesforce Integration

The average American has 80 apps installed on their phone. Most smartphone owners use 9-10 apps per day and 30 per month. It's not so little, is it?


But you should know more: the average business worker uses 9.39 different applications for daily work. IT workers use more apps than others (10.43 on average), while marketing professionals use 8.4 and HR workers use 7.55. Every time people switch apps, they're spending valuable energy on adjusting to a new context.

43% of business workers believe that they have to switch between too many apps just to get basic work done. 67% believe it would be easier to focus on work if important information from all of their apps appeared in a single window.

Luckily, we can make independently designed applications work together - integrate them to minimize switching and ensure better data flow. An example of such integration, namely Microsoft Teams and Salesforce integration, we will cover in today's article.


Before integration: understanding Microsoft Teams structure


To figure out how Microsoft Teams works in pair with Salesforce, let's recall how it works separately. So, Microsoft says that Teams is made to "meet, call, collaborate and chat". It is a business communication platform that had 270 million monthly active users in January 2022.


Meet. Multiple participants are able to take part in meetings, where they share audio, video and chat with all participants. If needed, meetings can be split into smaller groups.


Call. Microsoft Teams can replace a client's phone system. As a phone system, it offers auto attendants, call queues, routing, personal call settings, voicemail, and more.


Collaborate. With Microsoft Teams, communities, groups, or teams can collaborate in a shared workspace and share messages and digital content. In such groups, people can not only text, conduct audio and video calls. Using Microsoft Teams for Education, teachers can distribute, provide feedback and grade students.


Chat. Users can communicate with one or multiple participants. Messages can be marked as urgent or important.

Why to integrate Microsoft Teams and Salesforce


As we mentioned before, apps switching might be really irritating in case you are supposed to do it dozens of times per day. With a Salesforce and Microsoft Teams integration, users can easily keep access to CRM information while interacting in Microsoft Teams. Such an integration also has the following benefits:

  1. Edit Salesforce records within Microsoft Teams.

  2. Attach Salesforce records everywhere you interact: channels, chats, calendar events, and video meetings. Microsoft Teams also support standard and custom objects.

  3. Mention Salesforce records (opportunities, accounts, cases, contacts, and leads) in channels and chats.

  4. Add conversation summarization to the Chatter of Salesforce records on tabs.

  5. Make use of Salesforce Meetings from the Teams calendar and video conferences to prepare for customer calls, and create personalized follow-ups. Salesforce Meetings are available in Sales Cloud Unlimited edition orgs only.


Benefits of Microsoft Teams and Salesforce integration for business units


Sales team. When a sales reps are making deals, they know that there is "not one soldier in the field." While interacting with a lead, they should also keep in touch with product developers, executive sponsors, project managers, and other colleagues. With Salesforce and Microsoft Teams integration, they can create channels for different deals or with different departments, interact there with all involved, and mention Salesforce records to notify teammates.


Project Management. Let your PMs manage project planning and scheduling tasks easier with 360 visibility. They will be able to separate the workspace for each project and communicate there with other team members. Project managers can create a team for each new project with the channels devoted to planning, budgeting, with contractors, and anything they need to work comfortably and efficiently.



Customer Support. Ensure proper processing of all cases collected by the customer support team. With Salesforce and Microsoft Teams integration, the case manager can track clients' data from Salesforce Records in the related channel, discuss records, and get feedback from all involved parties. In this way, employees from different departments can quickly discuss critical cases.


 

Microsoft Teams is a workspace for real-time collaboration and communication, meetings, file, and app sharing. In 2016 Microsoft announced Teams to be a direct competitor to Slack, and it was launched worldwide in March 2017. Due to the COVID-19 pandemic, Microsoft Teams became super popular: in April 2020 were logged 4.1 billion meeting minutes per day.


Microsoft Teams ensures smooth collaboration by bringing everything together into one shared workspace. Salesforce Integration can unite a few different systems and streamline separate processes. In this way, organizations can gain a more complete view of the customers, enhance collaboration between different teams, and increase efficiency. Microsoft Teams and Salesforce integration allows you to add the benefits of the most popular CRM to your workspace to have all needed customer data at your fingertips.



Oleg Minko, CTO at Sparkybit
Oleg Minko, CTO at Sparkybit

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