Connect Salesforce Agentforce to Microsoft Agent 365

Use this guide to connect Salesforce Agentforce to Microsoft Agent 365 and to collect Agentforce session activity for third-party agent observability.

Before you begin

  • Confirm that the Agent 365 AI administrator can create connections in the Microsoft 365 admin center.
  • Ask a Salesforce administrator to complete the Salesforce steps in this article.
  • Confirm that Einstein Generative AI and Agentforce are turned on in the Salesforce org.
  • To collect activity, confirm that Data 360 (formerly Data Cloud) is available in the org.

Create a Salesforce external client app

  1. In Salesforce, select Setup, and then search for App Manager.
  2. Open External Client App Manager, and then select New External Client App.
  3. Enter an app name and a contact email.
  4. Select Enable OAuth, and enter a Callback URL, such as https://login.salesforce.com/services/oauth2/success.
  5. Under OAuth Scopes, add these scopes:
    • Access chatbot services (chatbot_api)
    • Access the Salesforce API Platform (sfap_api)
    • Manage user data via APIs (api)
    • Perform requests at any time (refresh_token, offline_access)
  6. Under Flow Enablement, select Enable Client Credentials Flow, and then select Create.
  7. On the app's Policies tab, select Edit. Under OAuth Policies, turn on Enable Client Credentials Flow.
  8. Set Run As to an active user who has API access, and then select Save. To collect activity, this user must also be able to query Data 360 data space.
  9. On the app's Settings tab, expand OAuth Settings, select Consumer Key and Secret, and record the consumer key and consumer secret. Then copy the Current My Domain URL from Setup > My Domain.

Turn on Agentforce session tracing

Agent 365 collects Agentforce activity from Agentforce Session Tracing data in Data 360. Turn on tracing before agents run. Sessions that run while tracing is off aren't recorded and can't be collected later.

  1. If Data 360 isn't set up, go to Setup > Data 360 Setup (Data Cloud Setup in some orgs), and select Get Started. Provisioning can take up to an hour.
  2. In Setup, search for Installed Packages, and confirm that Salesforce Standard Data Model is version 1.130 or later. To upgrade it, see Set Up Agentforce Session Tracing.
  3. In Setup, search for Einstein Generative AI, and then select Einstein Audit, Analytics, and Monitoring Setup.
  4. Turn on Agentforce Session Tracing if it isn't already on. If you're prompted for a data space, select default.
  5. Turn on Agent Platform Tracing and Audit and Feedback.

Create the connection

  1. Open the Microsoft 365 admin center.
  2. Select Agents > All Agents.
  3. In Connected platforms, select Manage.
  4. Select + Connect a platform and choose Salesforce Agentforce.
  5. Enter the My Domain URL without a path, the consumer key, and the consumer secret.
  6. Validate the credentials.
  7. Save the connection.
  8. Select Sync agents.

New connections collect observability data by default. If you created the connection before observability was available, edit it and select Collect agent observability data.

Verify the connection and activity

  1. Open the connection, and confirm that synchronization succeeded and that the expected agents appear.
  2. Run a conversation with an active agent. For example, in Agentforce Builder, use the Preview panel in Live Test mode, and note the session ID.
  3. (Optional) In the Data 360 app, open Data Explorer, and select the enabled data space, Data Model Objects, and AI Agent Session. Confirm that a row exists for the session ID.
  4. In the Microsoft 365 admin center, open the connection and select Sync agents. Agent 365 collects new sessions each time the connection syncs.
  5. In Agents > All Agents, open the agent, select Activity, and confirm that Sessions is at least 1.

The first sessions after you turn on tracing can take up to two hours to reach Data 360. If Sessions is still 0, wait a few minutes and sync again. Active users shows N/A because Agentforce sessions don't include Microsoft Entra identities.

Note

In some cases, Data 360 doesn't refresh data streams on a schedule. In the Data 360 app, open Data Streams, open each Agentforce session tracing stream, and select Refresh Now.

Troubleshoot

Symptom Likely cause Resolution
Credential validation fails The client credentials flow isn't turned on in both the app settings and OAuth Policies, Run As isn't set, or the URL isn't the My Domain URL Correct the app and the URL. A new app can take a few minutes to accept the flow.
An agent doesn't appear after synchronization The agent isn't active, or the Run As user can't access it Activate the agent in Agentforce Builder, check the Run As user's permissions, and sync again.
Agentforce Session Tracing isn't available Data 360 isn't provisioned, Agentforce is off, or Salesforce Standard Data Model is earlier than 1.130 Complete Turn on Agentforce session tracing.
A session doesn't appear in Data 360 Tracing was off during the conversation, or the data stream hasn't refreshed Run a new conversation after tracing is on. In Developer Edition orgs, select Refresh Now on the data streams.
A session appears in Data 360, but Activity is empty Collection is off, the connection hasn't synced since the conversation, tracing uses another data space, or the Run As user can't query Data 360 Select Collect agent observability data, sync again, and give the Run As user access to it, for example with the Data Cloud Architect (formerly Data Cloud Admin) permission set.

Revoke access

Revoke access by disabling or deleting the Salesforce external client app, rotating the consumer secret, or removing the API access of the Run As user.

For connection issues that aren't specific to Salesforce Agentforce, see Troubleshoot connected platforms.

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