Integration of ServiceNow and Salesforce

[Reina Fujita]

I want to integrate a ServiceNow instance with a Salesforce instance.
What operations are required to integrate ServiceNow and Salesforce using the "Salesforce Spoke"?
Also, is it possible to link multiple Salesforce instances to a single ServiceNow instance?

Please share any helpful links or configuration methods.

[Rafael Batistot]

@Reina Fujita 

Normally, Salesforce integration relies on the REST or SOAP APIs, but using Service Scope, you can:

1. Create separate Service Scopes for each Salesforce instance:
   
• Each instance will have its own connection alias and authentication setup.
• This allows ServiceNow to know which instance to push/pull data from without conflicts.
2. Use IntegrationHub Salesforce Spokes (if available):
   
• A “spoke” is a prebuilt integration module in ServiceNow.
• Each spoke can connect to a different Salesforce instance by selecting the correct connection alias in the flow.
3. Map data for each instance separately:
   
• Example: You might have Salesforce_Instance_A and Salesforce_Instance_B.
• Each will have its own connection alias in Service Scope.
• When building flows (or automated jobs), you select the proper connection for the operation.

[Vishal36]

Hi @Nikhil Bajaj9 

When integrating ServiceNow with Salesforce using the Salesforce Spoke, here are a few things you should consider. Things to Consider before you begin:

• Data Mapping: What data do you want to sync between ServiceNow and Salesforce? For example, you might want to sync incidents, cases, accounts, or contacts. Defining this early on helps you map the data correctly across both systems.
• Multiple Salesforce Instances: If you’re working with more than one Salesforce instance, you'll need to manage separate connection configurations for each one in ServiceNow. Make sure each instance is correctly linked and that data flows where it’s supposed to.
• Authentication: You’ll need to set up secure authentication between ServiceNow and Salesforce (using OAuth or API keys), making sure both systems can communicate safely.
• Syncing and Automation: Think about whether you need real-time syncing or if batch updates are enough. This will help determine the level of complexity for your integration and the tools you’ll need.

While the Salesforce Spoke can handle basic integration tasks, if you’re looking for more flexibility and deeper data sync, OpsHub Integration Manager, a ServiceNow Partner might be worth exploring. It allows for bi-directional syncing between ServiceNow and Salesforce, meaning that changes in either system are automatically reflected in the other. Plus, it supports multiple Salesforce instances, allowing you to manage connections to different Salesforce orgs without the headache.

OpsHub also offers contextual data syncing, ensuring not just the core data (like cases and accounts) but also the related data (like contacts or tasks) syncs seamlessly across both platforms.

Hope it helps!