Yes it can, but …
When working with Salesforce as CRM, the wish for an easy way to get information on incoming calls comes easy. Looking for information in Salesforce while in a Teams call distracts from the call itself and costs time and mental bandwidth.
Of course, there are some expansive and, oftentimes, expensive solutions trying to circumvent this issue, but wouldn’t a simple and affordable solution be a better choice?
Simple and Clean
When receiving a call, the phone number will be displayed on Teams – accepting the call will start a search in Salesforce to find the relevant contact and open it, displaying everything you need to know about the contact and a potential case you’re working on.
Number is calling · User accepts call · Contact is searched
What do I need to set up in Teams?
In the Teams Admin Center, the called Salesforce URL is stored in a calling policy.
The calling policy must be assigned to the user, then they can activate the feature in their Teams settings.
It is important to note that this only works when accepting a call and it doesn’t work on mobile devices.
It doesn’t do anything fancy and only works on desktop computers, but that’s exactly what it’s designed for (cost-benefit ratio).
If you want to learn more about outgoing Teams calls, we have a blogpost that explains our click-to-dial component!
Curious to learn more?
Q!365 functions as a bridge between Salesforce and M365 and offers solutions to a variety of challenges.
If you have any questions or would like a demonstration, please feel free to contact us at any time.
Seely Schmidt
Customer Success Manager
Don't hesitate to contact me and ask anything about the product or book a meeting with me directly.