Alemba Service Manager's integration with Microsoft Teams enhances customer support operations by offering a seamless communication channel between customers and support agents. This integration allows users of the customer portal to directly chat with agents through Microsoft Teams. This feature streamlines communication and provides a more responsive support experience.
Key features of this integration include:
This integration effectively brings together the robustness of Alemba Service Manager’s ticketing and workflow management with the collaborative and communicative strengths of Microsoft Teams. It enhances the support experience for both customers and agents, leading to improved resolution times and greater customer satisfaction, while maintaining governance and process compliance.
Assuming your organization already uses Microsoft Teams, you will need to create an additional account for Alemba Service Manager. Sign in to Azure Portal with admin permissions (within the same Microsoft 365 subscription tenant as the intended app registration).
First, you’ll need to register ASM in Azure Active Directory/Microsoft Entra ID to obtain an Application (client) ID and Directory (tenant) ID that are required for authentication purposes.
Your Teams Administrator will need to:
Test the integration - ensure that it’s working as expected in a development environment before rolling it out broadly.
Alemba’s powerful integration platform makes it easy to use your Alemba Service Manager system to interact with third-party applications and technologies.
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