Integrate Microsoft Teams with SAP Service Cloud through SAP Integration Suite!

Ticket Collaboration messaging extension improves the productivity in ticket processing by seamlessly integrating SAP Service Cloud and Microsoft Teams. This messaging extension allows service agents to bring ticket information directly into MS Teams' conversations. The agents can add a brief description of the ticket as an adaptive card into the conversation to help their peers to understand the issue. After the discussion, the agents can export the conversation as a reference back to the ticket screen by using the Ticket Collaboration messaging extension. The extension simplifies SAP Service Cloud calls using the SAP Integration Suite.

Many issues handled by the members of SAP Service Cloud are complex and likely to require more than one session to be resolved. Agents often chat with their peers and multiple agents may also involved in the resolution of complex issues. It is challenging to keep track of the progress over various sessions and different agents, which may lead to delays in ticket resolution.

The Ticket Collaboration messaging extension integrates Microsoft Teams with SAP Service Cloud using SAP integration suite and Business Technology Platform. Ticket collaboration extension augments the agents' conversation experience by enabling them to post ticket details into a chat. The extension also provides a convenient way to keep a reference to the current progress by allowing agents to export and attach a conversation into a service ticket.

• SAP Service Cloud C4C tenant.
• SAP integration suite on SAP BTP Subaccount.
• Application Server on SAP BTP subaccount, which support Teams messaging extension.
• Azure subscription.
• Microsoft 365 developer account.
• Microsoft Teams desktop application.

• Step 1: Prerequisites for getting started with Teams Messaging Extensions.

• Step 2: Create Bot resource on Azure and setup SSO.

• Step 2-1: Create a sample ticket on your Cloud for Customer(C4C) tenant.

• Step 2-2: Set up an SAP Cloud Integration Suite trial account.

• Step 2-3: Create Cloud Integration artifacts.

• Step 2-4: Update the Endpoints on the Backend Application.

• Step 3: Setup Ticket Collaboration Bot application and establish a secure HTTP tunnel.

• Step 4: Register Ticket Collaboration application package in MS Teams AppStore.

• Step 5: Deploy to the SAP BTP production environment.

This example contains no known limitations.

This example contains no known issues.

This project is provided "as-is" with no expectation for major changes or support.

Create an issue in this repository if you find a bug or have questions about the content.

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Copyright (c) 2022 SAP SE or an SAP affiliate company. All rights reserved. This project is licensed under the Apache Software License, version 2.0 except as noted otherwise in the LICENSE file.