Salesforce to MS Teams Integration

The project focused on enhancing communication and collaboration between global customer support teams and internal development/product teams at Numerix. The goal was to improve incident handling within the SaaS operations by bridging the gap between Salesforce (the primary case management tool) and Microsoft Teams (the primary collaboration platform).

The existing Salesforce Teams app was deemed insufficient, prompting the development of a custom integration. This integration enabled the following:

Automated Incident Notifications: High-severity incidents reported in Salesforce triggered immediate notifications in the relevant product team's Microsoft Teams channel.

Collaborative Chat Creation: The notification initiated a new chat within the Teams channel, inviting the development team to collaborate on resolving the issue.

Support-Led Communication: The support person owning the case drove the conversation in the Teams channel.

Seamless Salesforce Integration: The entire Teams conversation was automatically pushed back to the Salesforce case feed, allowing developers to stay within their primary collaboration environment.

This integration significantly shortened the interaction cycle between support and development teams, enabling faster incident resolution and improved customer satisfaction. It also eliminated the need for developers to switch between platforms, enhancing their productivity and focus.