ServiceNow CSM Integration with Salesforce - Reference Implementation Guide

[Raphael Krystek]

Many enterprise customers use ServiceNow as a part of their IT ecosystem. In this ecosystem, ServiceNow coexists with other applications, exchanging data through different types of integrations. One of the common integrations is between ServiceNow and Salesforce.

Salesforce is used for managing pre-sales activities. ServiceNow is used for managing post-sales activities, representing service assurance. To provide good quality service, Agents using ServiceNow Customer Service Management (CSM) need a complete understanding of customer context which includes customer data residing in external systems.

A common example of integration is the enrichment of the CSM customer profile by providing a list of opportunities related to the customer account – opportunities are retrieved from Salesforce in real-time and presented in ServiceNow Agent workspace.

This document describes the implementation of this example and is intended to be used as a reference for integration projects.

All the described configurations and developments have been built on ServiceNow New York release and apply to this release only.