Mail and calendar workflow
Configured connections support working with mail and calendar alongside a case, rather than switching between a customer record and an inbox.
Microsoft 365, closer to your customer context.
ProactivePSA contains connections for mail, calendar, directory, licence and device visibility. A useful integration depends on the permissions, configuration and access in your own environment.
Directory and customer context
Directory connections bring Microsoft 365 users and organisations into the customer context the service desk works from.
Licence and device visibility
Licence and Intune device information can be seen in the product. These licence and service-management screens are Beta, and appear where your permissions and configuration allow.
Partner customer discovery
Microsoft partner customer discovery is available in the product, subject to the permissions your environment grants.
Not everything is Beta, and not everything is on
Microsoft 365 connections are not uniformly Beta. They are also not automatically enabled: what any given person sees depends on permissions, configuration and user access.
Switched on per mailbox
Outlook colour-category sync is off by default. It is switched on per mailbox by an administrator, with the required Microsoft 365 permissions. Email-to-case and acknowledgement behaviours are also configured per mailbox rather than enabled organisation-wide.
Tell us how your environment is set up
What a connection can do depends on the permissions your tenant grants and how mailboxes are configured. That is usually the fastest thing to establish together.