Troubleshoot Microsoft Teams for Employee Service (ITSM)

When someone reports a Microsoft Teams for Employee Service failure — can't log in, a tab won't load, the feature isn't showing, the Agentforce agent won't reply, swarming or SSO is broken — this skill connects to the org, runs the pass/fail checklist for that specific problem, and reports each setting's actual value plus the exact Setup path to fix any that are wrong. It replaces "check every setting by hand" with a targeted, verified diagnosis.

Every read dispatches through headless-360 (

dispatch_readonly

for queries,

dispatch

only for the optional swarming-token clear). No org password is needed.

Scope

In scope: Diagnosing an already-attempted Teams ITSM setup that is failing. Routing the reported symptom to the right checklist and checking the exact settings it requires (CORS, External Client App, feature toggles, PSLs, profile session settings, auth provider, named credentials, messaging channel, Agentforce agent).
Out of scope: First-time enablement (use
```
service-itsm-teams-configure
```
/
```
-itservice-configure
```
/
```
-itdesk-configure
```
), building the embedded agent from scratch (use
```
service-itsm-teams-employee-agent-configure
```
), and non-Teams Salesforce debugging.

Read-only by default. Every check is a
dispatch_readonly
query — running the full checklist changes nothing. The only state-changing action is the optional swarming OAuth-token clear at the very end, and only with explicit user confirmation.

Step 1 — Identify the problem and collect inputs

Ask the user for their problem description if not already given. Match it to a checklist using the Feature Map in

references/configuration-checklists.md

Some problems need extra inputs — ask for them up front:

Problem type	Extra input to collect
Generic "login" (no app named)	Ask which app — IT Desk or IT Service
IT Desk login	End-user's Salesforce username (the person who can't log in)
IT Service login	CCP or UEL user?, then that end-user's Salesforce username
Agentforce not replying	Employee Experience Site URL
Swarming	End-user's username; Azure AD Tenant ID (optional — enables the Azure app check)
SSO	Azure AD Tenant ID (optional); optionally which app + end-user username

Do not run the agent-specific checks until you have the mandatory inputs for that checklist (e.g. don't skip asking for the end-user username on a login issue — the per-user checks are

MANUAL_CHECK_REQUIRED

without it).

Step 2 — Route to the checklist

Pick the checklist from the Feature Map, then run its checks in order from

references/configuration-checklists.md

Symptom	Checklist
IT Desk login	`LOGIN_DESK`
IT Service login — UEL user	`LOGIN_SERVICE_UEL`
IT Service login — CCP user	`LOGIN_SERVICE_CCP`
Generic login (app unknown)	`LOGIN` (then ask which app)
Feature not showing / not enabled	`MSTEAMS_CORE`
Tab won't load (CI Hub, Service Catalog, Employee Enablement, My Assets)	`TAB_LOADING`
Lightning app not embedding / blank tab	`LIGHTNING_OUT`
Agentforce agent not replying	`AGENTFORCE`
Swarming	`SWARMING`
Single Sign-On	`SSO` (+ the app-specific login checklist if an app is named)

When an app is named for an SSO issue, run both the

SSO

checklist and the matching login checklist (

LOGIN_DESK

LOGIN_SERVICE_CCP

LOGIN_SERVICE_UEL

) — skip duplicate checks.

Step 3 — Run the checks

Execute each check's query via

dispatch_readonly

(queries and API fields are spelled out in the reference). Record for each check: a status and the configured value actually read from the org.

Status	Render as	Meaning
`OK`	OK	Correctly configured
`MISCONFIGURED` / `MISSING` / `DISABLED` / `ERROR`	FAIL	Needs fixing — include the exact Setup path from the reference
`MANUAL_CHECK_REQUIRED`	MANUAL	Needs manual verification (or a missing optional input like Tenant ID/username) — never render this as FAIL

Step 4 — Report

Render a table with all four columns —

Check

Status

, Configured Value
(never omit the configured value), plus an

Action Required

note carrying the remediation for any failed check. End with a one-line summary:

N passed | N failed | N require manual verification

All passed: tell the user the Salesforce backend is correctly configured; if the problem persists, reload the Teams app (⋯ on the IT Desk/IT Service app → Reload app).
Any failed: don't add the reload note — the per-check
```
Action Required
```
steps are the fix.

The full report-rendering rules, special-case notes, the example report layout, and the optional swarming OAuth-token clear are in

references/report-generation.md

Gotchas (verified)

Issue	Detail
The Teams ECA DeveloperName is `ServiceCloudTeamsEca`	The External Client App the login checks look for is `ServiceCloudTeamsEca` . (A per-org packaged instance may surface under a related name such as `ServiceCloudMSTeamsEca` ; match on the ECA that backs the Teams login, and treat a missing app as "turn the feature off and on again.")
"Allow OAuth for employees" is Metadata-API-only for reading, and Setup-UI-only to change	Read via SOAP `listMetadata(ProfileSessionSetting)` → `readMetadata` on the fullName containing `unified` ; field `allowOauthForEmployees` ( `true` =enabled, `false` =disabled, absent=never configured). It is not on `Profile` describe and not REST/Tooling-queryable. To set it, use Setup → Profiles → (employee profile) → Session Settings. UEL users only.
CORS check reads `IsOauthCorsPolicyEnabled` , allowed origins read `CorsWhitelistEntry.UrlPattern`	Both `https://cdn.scs.static.lightning.force.com` and `https://teams.cloud.microsoft` must be present.
Feature toggles are read via the FulfillerApp permissions Connect API	`GET /connect/it-service/permissions/FulfillerApp` returns the org/user feature flags; a `FUNCTIONALITY_NOT_ENABLED` error means the `IServiceItsmTeamsFamily` family is off at the org level.
Agentforce user-verification fields need SOAP v62+	`MessagingChannel.embeddedConfig` ( `authMode` , `messagingAuthorizations.*` ) is silently omitted by SOAP v60 — use v62+.
Version prefix required	headless-360 `dispatch` / `dispatch_readonly` don't resolve API versions — always pass the full `/services/data/vXX.0/...` prefix.

Related Skills

Skill	When to use instead
`service-itsm-teams-configure`	First-time enablement of the base Teams Go page toggle, Azure/Entra app, Named Credential, extension registration
`service-itsm-teams-itservice-configure`	Completing the IT Service (employee) enablement checklist
`service-itsm-teams-itdesk-configure`	Completing the IT Desk (fulfiller) enablement checklist + Swarming collaboration tool
`service-itsm-teams-employee-agent-configure`	Building the embedded Agentforce agent from scratch so it replies in Teams
`service-itsm-channels-coordinate`	Top-level menu across Teams, Slack, Swarming, Notifications, Portal

service-itsm-teams-debug

NPX Install

Tags

SKILL.md Content