Salesforce adds data to Microsoft Teams to support a hybrid workforce

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The software-as-a-service CRM giant has made its app for Microsoft Teams more broadly available.

This week, Microsoft announced that the Salesforce app in Microsoft Teams is now Generally Available. Sales and service teams using Salesforce Sales Cloud or Service Cloud can bring account data and records into their Teams workspace for better collaboration.

Sales and service reps no longer need to switch between windows to find key data, the company says, because it’s all in one workspace. This means that teams can stay aligned and work efficiently, according to Microsoft.

The Salesforce app for Teams has been available in preview since October. It replicates the Salesforce CRM app for Slack, allowing joint Teams and Salesforce customers to mention various Salesforce records in Teams channels and chats, such as opportunities, accounts, cases, contacts, and leads.

The awkwardly names Microsoft Teams Team detailed the release in a blog post. “The integration supports the type of collaboration teams need in their current hybrid customer engagements,” they write. “Sales teams need to have the most recent and relevant context about accounts as they interact with their teams and customers to provide a seamless buying experience.”

For service teams, the integration can create better coordination and faster response times to open cases, they say. This in turn increases customer satisfaction and reduces the support load on the team.

What the integration means in real terms

With the Teams Integration, Salesforce users can now pin records to Teams channel tabs and chats to make them easy to find. In addition, they can edit Salesforce records directly within Teams.

Users can also post important conversation moments on the Salesforce Chatter feed of records pinned on Teams channel and chat tabs. And they can mention Salesforce records (opportunities, accounts, cases, contacts, and leads) in Teams channels and chats to facilitate collaboration.

The integration has received a high volume of interest while in pilot, according to Microsoft. “We’re excited to see a collaborative app meeting our joint customers where they work,” they conclude.