i want to add collaboration tab with ms teams to my csm workspace
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4 hours ago
i want to add the ms teams to my csm workspace, how to get it.
in sow we have the same ms teams under collaborate tab, i want to replicate the case in csm workspace.
how to get it.
this is the story :
AC1 : Collaboration Tab Shows Teams Chat Option
Given: I'm GCF agent,
When: I open a GCF case with Contact Type = Internal in the workspace and i navigate to Collaboration tab,
Then: I see the names of people associated with the case listed in that section and can start a Microsoft Teams chat with them.
list includes:
Internal Stakeholder who initited the case
GCF Analysts who are members of the assignment group the case is associated with.
AC2 : Teams Chat Initiated
Given: I'm GCF agent on the Collaboration tab of a GCF case, with Contact Type = Internal
When: I click the Teams Chat button,
Then: a Teams chat with the selected person is initiated in Microsoft Teams, and the chat title is: TBD.
AC3: Activity Stream Records Chat Start
When a Teams chat is started from the case,
Then: out-of-the-box activity entry is recorded in the case activity stream.
Example: AAAA started Microsoft Teams chat conversation with bbbb and CCCC
AC4: Open Active Chat in Teams
Given I'm GCF agent and a Teams chat is already active on the case,
When: I open the GCF case and click the Collaboration tab,
Then: I can open the existing chat by clicking the Open in Microsoft Teams button.
AC5: Given: I'm GCF Analyst and i navigate to GCF case in the workspace
and Teams chat has been previously initiated
Then i can see the following text in the activity stream : You can find the chat record here
And upon clicking on here i can see the team's chat details including the chat conversation.