1. Navigate to Business Admin > Objects.
2. Select the Console Application Settings object.

3. Select the Default object record.

4. Select the Edit icon.

5. Select the type of Microsoft Integration.

   Settings for Microsoft integrations apply globally to all cases in the Vault.

• None - Uses Service Center's standard Case Note capabilities
• Microsoft integrations are not available in this option
• MS Teams - Adds Microsoft Teams integration
• Enables integrated collaboration through MS Teams
• Standard application Case Note
• MS OneNote - Enables Case Notes to be stored in Microsoft OneNote
• Changes the Case Note experience
• Administrators should determine the desired case note experience before deploying the Service Center application
• Toggling the Service Center application between Microsoft OneNote and Case Note is not recommended
• MS Teams and OneNote - Enables both Microsoft Teams and Microsoft OneNote



6. Select Save.

The first time you sign in to Vault CRM after the Microsoft integration is enabled for Service Center, you are prompted to log in to Microsoft.

1. Select the Log In button. The Microsoft Sign in page displays.

   

2. Enter your Microsoft credentials.
   
   OR
   
   Select Sign-in options if you are using Single Sign On.

   • If the "Successfully logged in to Microsoft" message displays, close the Microsoft window
   • If the “Unable to log in to Microsoft” message displays, contact your internal help desk for assistance

The Microsoft Teams integration allows you to create a Teams Channel to collaborate with colleagues to address a case. You can create a channel for every case if needed, but Service Center does not automatically create a channel for you.

To create a Teams Channel, select the Create Channel button in the Collaboration Workspace in the right panel.

The button label changes from Create Channel to Creating Channel with a spinner to indicate the channel is being loaded. Channel creation may take up to five seconds.

If the channel is created successfully:

A link to the channel displays. Select the link to open the channel and start working with your team.



• The Timeline updates to display a “Conversation Started: MS Teams Channel” entry with a link to the channel

If a message displays saying the request for Teams is taking longer than expected, select the Check Again button.