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Teams

View and manage Azure AD teams and groups.

Overview​

The Teams section displays Microsoft 365 groups and teams synced from Azure AD. This information helps agents understand team membership, find group contacts, and route requests to appropriate teams.

How Teams Data is Used​

Team Context​

Teams data provides context about:

  • Group membership
  • Team email addresses
  • Collaborative units
  • Cross-functional teams

Agent Usage​

Agents can use team information to:

  • Find team members
  • Route to team channels
  • Understand group dynamics
  • CC appropriate teams

Viewing Teams​

Navigate to Configuration > Contacts & Directory > Teams to see all teams and groups.

Teams List​

ColumnDescription
NameTeam/group name
TypeMicrosoft 365 Group, Security Group, etc.
EmailGroup email address
MembersCount of members
OwnersCount of owners
StatusActive or inactive

Filtering​

  • Search - Find by team name or email
  • Type filter - Filter by group type
  • Status filter - Active or inactive

Team Types​

Microsoft 365 Groups​

Full-featured groups with:

  • Shared mailbox
  • SharePoint site
  • Teams channel (if Teams-enabled)
  • Planner board

Security Groups​

Used for:

  • Permission assignment
  • Access control
  • Distribution lists

Distribution Lists​

Email distribution:

  • Send to multiple recipients
  • No collaboration features
  • Simple membership

Dynamic Groups​

Membership based on rules:

  • Automatic membership
  • Based on user attributes
  • Updates automatically

Team Details​

Overview Tab​

Basic team information:

  • Name and description
  • Email address
  • Creation date
  • Group type

Members Tab​

List of team members:

  • Member name and email
  • Role (Member or Owner)
  • Join date

Owners Tab​

Team owners with:

  • Administrative access
  • Can manage membership
  • Primary contacts

Settings Tab​

Group configuration:

  • Privacy (Public/Private)
  • External sharing
  • Guest access

Azure AD Sync​

Automatic Sync​

Teams are synced from Azure AD:

  • Regular sync intervals
  • Includes membership changes
  • Reflects Azure AD state

Sync Configuration​

SettingDescription
Group TypesWhich types to sync
FiltersInclude/exclude specific groups
FrequencyHow often to sync

What Syncs​

From Azure AD:

  • Group name and description
  • Email address
  • Member list
  • Owner list
  • Group type and settings

Using Teams Data​

Finding Team Members​

Look up who belongs to a team:

  1. Find the team
  2. View Members tab
  3. See all members with roles

Contacting Teams​

For team-based communication:

  • Use team email for group messages
  • Find specific members for direct contact
  • Identify owners for administrative matters

In Agent Processing​

Agents can:

  • Identify sender's team membership
  • Route to team email addresses
  • Find team contacts for escalation

Team Membership​

Viewing Membership​

For any team:

  1. Click on the team
  2. Go to Members tab
  3. See all members

Member Roles​

RolePermissions
OwnerFull admin access
MemberStandard participation
GuestExternal limited access

Membership Changes​

Membership is managed in Azure AD:

  • Changes sync automatically
  • View in ExecAssist is read-only
  • Manage in Microsoft 365 admin

Cross-Referencing​

Teams and Employees​

Link between:

  • Employee records show team membership
  • Teams show which employees are members
  • Navigate both directions

Teams and Departments​

Compare:

  • Formal department structure
  • Informal team collaboration
  • Matrix organization view

Common Scenarios​

Routing to Teams​

Configure agents to route based on team:

For project-related inquiries:
- Check if sender is in Project Alpha team
- If yes, CC project-alpha@company.com on response
- Route escalations to team owners

Finding Team Contacts​

When agent needs to find the right team:

Looking up technical support:
1. Search teams for "Support" or "Helpdesk"
2. Find the appropriate team
3. Use team email or owner contact

Team-Based Escalation​

Escalate to team owners:

When escalating complex issues:
1. Identify relevant team
2. Find team owners
3. Route to owner for handling

Privacy and Security​

Group Visibility​

Respects Azure AD settings:

  • Public groups visible to all
  • Private groups visible to members
  • Hidden groups not shown

Member Information​

Control what's exposed:

  • Member names and emails
  • Role information
  • Limited to what Azure AD allows

Access Control​

Limit who can view:

  • Admin access for full view
  • User access based on membership
  • API access controlled

Best Practices​

Team Organization​

  1. Clear naming - Use descriptive team names
  2. Assign owners - Every team should have owners
  3. Regular cleanup - Archive inactive teams
  4. Documentation - Describe team purpose

Using in Agents​

  1. Reference appropriately - Use team data for routing
  2. Respect privacy - Don't expose membership unnecessarily
  3. Escalation paths - Use owners for escalations

Maintenance​

  1. Regular sync - Keep data fresh
  2. Monitor changes - Watch for team changes
  3. Update agents - Adjust routing as teams change

Troubleshooting​

Team Not Appearing​

Symptoms: Expected team not in list

Solutions:

  1. Run Azure AD sync
  2. Check if group type is synced
  3. Verify group isn't hidden
  4. Check sync filters

Membership Outdated​

Symptoms: Team members don't match reality

Solutions:

  1. Run Azure AD sync
  2. Check sync frequency
  3. Verify Azure AD source
  4. Wait for sync to complete

Missing Team Email​

Symptoms: Team has no email address

Solutions:

  1. Check group type (Security groups may not have email)
  2. Verify email in Azure AD
  3. Enable email in Microsoft 365

Sync Errors​

Symptoms: Teams sync failing

Solutions:

  1. Check Azure AD permissions
  2. Verify Graph API access
  3. Review sync logs
  4. Test API connection