Before Vault CRM admins configure this functionality, Microsoft Global Administrators must grant tenant wide consent to the Vault CRM App in the Azure tenant from the Vault CRM-hosted webpage.

This allows the app to do the following:

• Create, read, update and delete events in all calendars the user has permission to access. This includes delegate and shared calendars. Required for Integrating My Schedule and Microsoft Outlook Calendars.
• Read users’ primary email addresses
• Read and create online meetings on behalf of the signed-in user. Required for Microsoft Teams Channels for Service Center.
• Read online meeting artifacts on behalf of the signed-in user. Required for Microsoft Teams Channels for Service Center.
• Send Channel Messages on behalf of the signed-in user. Required for Microsoft Teams Channels for Service Center.
• Create and read Teams members. Required for Microsoft Teams Channels for Service Center.
• Create groups and read all group properties and memberships on behalf of the signed-in user. Required for Microsoft Teams Channels for Service Center and Microsoft OneNote for Service Center.
• Read, share, and modify OneNote notebooks the signed-in user has access to in the organization. Required for Microsoft OneNote for Service Center.
• Create, read, update, and delete mail a user has permission to access, including their own and shared mail
• See and update the data you gave it access to, even when users are not currently using the app
• See basic user profile information when the user signs in with their work or another account
• Read the full set of profile properties, reports, and managers of other users in the organization, on behalf of the signed-in user

Ensure the Vault CRM Graph API integration is granted the following permissions:

• User.Read
• Calendars.ReadWrite
• Calendars.ReadWrite.Shared
• ChannelMessage.Send
• OnlineMeetingArtifact.Read.All
• OnlineMeetings.ReadWrite
• Group.ReadWrite.All
• Notes.ReadWrite.All
• Mail.ReadWrite.Shared
• TeamMember.ReadWrite.All
• offline_access
• openid
• profile
• email

Multiple Vault CRM Vaults can connect to the same Microsoft tenant.

Granting tenant wide consent enables Vault CRM to request information through the Microsoft Graph API, but it does not provide access to Microsoft Office 365 information. The Vault CRM Microsoft Integration uses Microsoft's best practices for authorization (authZ), authentication (OpenId Connect over OAuth 2), data in transit (HTTPS and TLS 1.2+ encryption) and data at rest. Only Microsoft has access to user credentials.

For more control over the integration from the Microsoft side, admins can assign the application to specific users or groups of users, instead of granting access to all users. For more information on assigning applications to Microsoft groups, see Microsoft's Manage users and groups assignment documentation.

To configure this feature:

1. Ensure Configuring Service Center is complete.
2. Navigate to Admin > Users & Groups > Permission Sets.
3. Select the appropriate permission set.
4. Select the Objects tab.

5. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permissions
   collaboration_space_configuration__v	CRED	case__v	connection_status__v country__v default__v name__v object_type__v owner_group__v owner_id__v space_name__v	Edit
   collaboration_space_resource__v	CRED	channel__v team__v	All Fields	Edit
   collaboration_resource_member__v	CRED	n/a	All Fields	Edit
   console_application_settings__v	CRED	service_center__v	microsoft_integration__v	Edit
   crm_group__v	CRED	crm_group__v	name__v description__v external_id__v	Edit
   crm_group_member__v	CRED	crm_group_member__v	crm_group__v external_id__v user__v	Edit

6. Grant Execute access to the create_team__v action on the collaboration_space_configuration__v object.
7. Select the Tabs tab in the permission set.
   • Grant View access to the Collaboration Space Configurations tab
8. Navigate to Admin > Configuration > Objects > collaboration_space_configuration__v.
   • Select the Object Types tab
   • Select Actions
   • Enable the create_team__v action for all appropriate object types
9. Navigate to Admin > Configuration > Objects > collaboration_space_configuration__v > Layouts.
   • Add the owner_group__v field to the layout

10. Navigate to Business Admin > Objects > console_application_settings__v.
11. Select the Default object record.
12. Select the Edit icon.
13. Select the type of Microsoft Integration:
    • None - Uses Service Center's standard Notes capabilities
      • Microsoft integrations are not available in this option
    • MS Teams - Adds Microsoft Teams integration
      • Enables integrated collaboration through MS Teams
      • Standard application Notes
    • MS OneNote - Enables Notes to be stored in Microsoft OneNote
      • Changes the Notes experience
      • Administrators should determine the desired note experience before deploying the Service Center application
      • Toggling the Service Center application between Microsoft OneNote and Notes is not recommended
    • MS Teams and OneNote - Enables both Microsoft Teams and Microsoft OneNote
14. Select Save.

To configure this feature:

1. Ensure Configuring Service Center is complete.
2. Navigate to Admin > Users & Groups > Permission Sets.
3. Select the appropriate permission set.
4. Select the Objects tab.

5. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permissions
   collaboration_space_configuration__v	R	case__v	All Fields	Read
   collaboration_space_resource__v	R	channel__v team__v	All Fields	Read
   collaboration_resource_member__v	CRE	n/a	All Fields	Read Edit required for channel owner management.
   console_application_settings__v	R	service_center__v	microsoft_authorization__v	Read
   crm_group__v	R	crm_group__v	name__v description__v	Read
   crm_group_member__v	R	crm_group_member__v	crm_group__v user__v	Read

6. Navigate to Business Admin > Objects > console_application_settings__v.
7. Select the Default object record.
8. Select the Edit icon.

9. Select the type of Microsoft Integration.

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

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

To enable channel creation for Service Center reps, business admin users must create a Collaboration Space and an initial Microsoft Team. All future case channels are created within this Collaboration Space and Team.

To create the Collaboration Space and initial team:

1. Navigate to the Collaboration Space Configurations tab.
2. Create a new record.
3. Select Case (case__v) as the object type.
4. Populate the fields as follows:
• Name - Enter a descriptive name for the record
• Teams Space Name - Enter the desired name for the Microsoft Teams space. For example, Service Center Case Collaboration. This name is the prefix for any Teams created in the Microsoft Collaboration Space.
• Default - Select the checkbox

Only one case-type Collaboration Space Configuration record is supported. The record must be marked as default.

5. Select an Owners Group. The users defined in the Vault group are added as Team owners. The group must include at least two users.
6. Save the record.

7. Select the All Actions menu from the newly created Collaboration Space Configuration record.

   

8. Select Create Team. The Microsoft authentication page displays.
9. Sign in to Microsoft using the appropriate credentials. The Collaboration Space Configuration record owner’s Microsoft credentials are used to create and manage the new Microsoft Teams space.

Each time a channel is created in the new space, the record owner’s Microsoft credentials are used to create the channel on their behalf. Channels are created by Service Center reps, as needed for each case.

If Team creation is successful, a Collaboration Space Resource record is automatically created for the Team. The Connection Status on the Collaboration Space Configuration record updates to Connected and admins receive an email confirmation. If the creation is not successful, the status updates to Errors Encountered and admins are alerted via email.

Re-authenticating a Disconnected Space

If credentials used for the Microsoft authentication expire, the Connection Status on the Collaboration Space Configuration record updates to Disconnected. Users in the vault_owners__v user group also receive an email notification indicating credentials for the space need to be updated.

To re-authenticate:

1. Navigate to the disconnected Collaboration Space Configuration record. A message indicating the need to update credentials displays.
2. Select the Sign in link.
3. Complete the Microsoft sign in process.

The first time you sign in to Vault CRM after the Microsoft integration is enabled for Service Center, you are prompted to sign in to Microsoft. Users must log in to Microsoft using the email address that matches their primary email address (email__sys).

To sign in to Microsoft:

1. Navigate to Service Center with an active Microsoft integration.
2. Select Sign In to open a Microsoft sign-in page.
3. Enter your Microsoft credentials or select Sign-in options if using Single Sign-On.
   • If successful, a confirmation message displays
   • If unsuccessful, try again or 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.

The Service Center rep creating a Teams channel is automatically added as an Owner for the created channel.

To create a Teams Channel:

1. Navigate to the appropriate Service Center Case.
2. Select the Create Channel button in the Collaboration Workspace in the right panel.
3. Select the created channel to navigate to the new Teams channel.