How to Enable Salesforce Case Swarming in Microsoft Teams Using Centro

Centro empowers your support and sales teams by enabling case swarming directly within Microsoft Teams. Improve response times and enhance collaboration on Salesforce cases by following these steps:

Creating a Case Swarm from Microsoft Teams

1. In your Microsoft Teams conversation, select the Create Case option. If not immediately visible, click More Actions to find it.

Completing the Centro Case Form

1. After selecting Create Case, a Centro form will appear.

2. Enter relevant information about the case. Hidden details, such as who created the case, will automatically be captured.

3. Submit the form to instantly create a Salesforce case.

Automatic Teams Chat Channel Creation

Once the case is created, Centro automatically creates a dedicated Teams chat for the case swarm:

• The chat includes team members involved in the case and the user who initiated the case.

• A Centro record block is attached, allowing users to quickly access and edit the Salesforce case from Teams.

Configuring Salesforce Flow for Case Swarming

1. In Salesforce, navigate to Setup → Flow.

2. Create a Record-Triggered Flow for the Case object, running asynchronously to allow integration with Microsoft Teams.

Flow Setup for Case Swarming:

• Variable Configuration:

  • Create variables to store Teams member IDs and dynamically generated chat names based on case details.

• Centro Flow Element:

  • Add the "Centro Send Notification" action.

  • Configure the chat name dynamically using the case number.

  • Populate the invite list dynamically by including the case creator and the case owner.

  • Save the new chat channel ID in a variable for future reference.

• Attaching Salesforce Case:

  • Link the Salesforce case record directly within the Teams chat for quick reference and easy collaboration.

Validating Your Setup

• Test your configuration by creating a new case from Teams and confirm:

  • A dedicated Teams channel is automatically created.

  • Relevant team members are dynamically added.

  • Salesforce case details are accurately displayed and accessible within the Teams channel.

Troubleshooting

• Confirm Centro permissions and setup on Salesforce and Teams.

• Verify merge tags, variables, and configurations within your Salesforce Flow are correct.

Further Support

For additional assistance or troubleshooting, please contact our support team.