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/

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Anjana8 · ‎10-11-2018

Hi Mark,

The application is withdrawn from store now.

Can you please help on SalesForce integration...is there any API still present or any OOB integration feature with SF-SNOW

sgmartin · ‎01-19-2017

I was able to get the Salesforce application installed in my Helsinki test environment, however, the instructions say to go to the Salesforce Integration->Properties module to enter my Salesforce credentials. I cannot find that module anywhere in my system.

Jacob_Andersen · ‎01-20-2017

Stanley,

Are you using the free Salesforce integration built by Crossfuze that's in the SN store? ...and you say you do not see the Integration->Properties modules?

sgmartin · ‎01-20-2017

That is correct. I'm using the free version from the store and I do not see the module.

Stanley Martin

ServiceNow Developer

Epiq

Corporate Services

Phone: 913-621-9824

Cell: 913-216-1031

Jacob_Andersen · ‎01-20-2017

Hmm, that doesn't sound right. Will you send me a screenshot of your left-nav application? Send it to jacob.andersen@crossfuze.com.