Salesforce integration with Service Now

Siva Sivaraman1 · ‎09-13-2016

Greetings all,

I am interested in hearing use-cases for Salesforce (CRM) and Service Now integration especially in the Higher Ed sector.

Thank you all in advance

Siva

Joe Smith2 · ‎10-16-2018

The integration of ServiceNow with Salesforce gives real-time visibility to the support and sales team into each other’s work and priorities. With this kind of visibility, the coordination between the teams become easier, customer issues are resolved faster, and customer communication becomes seamless.

Here is a use case that might be of interest to you:

Problem statement: The support team has no visibility into the new accounts created by the sales team; therefore, they are not sure which customer accounts are eligible for support.

Solution: If the support system and sales systems are integrated, the support team will have visibility into any new customer accounts created by the sales team.

Let’s look at a use case in which ServiceNow – the support system is linked with Salesforce – the sales system.

Sales team creates an account for a new customer in Salesforce and enables a flag to mark that customer is entitled for support.
The new account synchronizes to ServiceNow and authorizes the associated profiles to create tickets.
When the customer creates a new incident in ServiceNow, OpsHub Integration Manager automatically links the ticket to the company account in ServiceNow. The ticket also synchronizes to Salesforce as a case.
Sales team adds a comment to the case notifying the support team that this is a critical incident.
The support team changes the status of the ticket to ‘active’ and starts work on it immediately.

If you need more details related to entities that can be integrated, benefits of this integration for Salesforce, ServiceNow users, I would recommend you to look at the datasheet here: https://www.opshub.com/servicenow-integration/servicenow-integration-salesforce/

View solution in original post

shilpiharitwal · ‎09-13-2016

Hello Siva,

The Salesforce integration can be accomplished through webservices and depending on what you want to achieve that might be enough. There are circumstances where being able to provide a real time bidirectional integration is needed and include multiple types of records (incident to case, case to incident, user, organization to company, etc).

Perspectium Replicator provides a in application integration where you go into ServiceNow and select what you want to share and in to Salesforce and what you want to subscribe to and the data moves in real time. You also can select in Salesforce what you would like to share, let's say a case record based on a trigger like Create or Update and that will send the case record to ServiceNow and then using a transform make it becomes an incident on a Create or if an Update look for an incident that has the corresponding correlation id and update the right field.

Here is a video on how it is performed.

https://community.servicenow.com/external-link.jspa?url=https%3A//youtu.be/Dcpuel0AxWs

Below are some helping Link:

Salesforce.com Integration with Service-Now

Legacy:Integration - Salesforce.com - ServiceNow Wiki

https://community.servicenow.com/external-link.jspa?url=https%3A//store.servicenow.com/%24appstore.d...

Salesforce Developers

Regards,

Shilpi Sharma

Mark Stanger · ‎11-15-2016

The Crossfuze Salesforce integration is now available in the ServiceNow store! It's free to install and try out. Built by Jacob Andersen (one of the absolute best ServiceNow experts) personally so it's a really solid product that you can feel confident is built well. Here's a link.

https://store.servicenow.com/sn_appstore_store.do#!/store/application/454c00ee132a1e00f703d3a63244b0...

romantoomarinso · ‎11-22-2016

Dear Mark Stranger,

Really happy to reach out this post.

I was trying to download this application but without success, as we are using the Express Version and according to Service Now store this application is not available for Express customers.

I was wondering if there is anything can be done from your end to make it available for us.

Regards,

Roman

sapna_sagar · ‎02-02-2017

I Purchased it trial version for my test instance. how it will reflect in my instance- Is something i need to do more??