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09-13-2016 09:01 AM
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
Solved! Go to Solution.
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10-16-2018 12:24 AM
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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06-24-2019 09:38 PM
Hey!
There are a lot of use cases. Here's more info: https://automate.io/integration/salesforce/servicenow
It helps you with one-one to multi-step workflows. You can do the following:
- Add a Record in ServiceNow on a New Custom Object in Salesforce
- Add a Record in ServiceNow on a New Contact in Salesforce
-
Add a Record in ServiceNow on a New Lead in Salesforce
.. and many more use cases.
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06-24-2019 11:18 PM
Hello,
You can take a look at ZigiWave's portfolio. I think they're having such integration within their integration platform. Try checking their website https://zigiwave.com/servicenow. Good luck!
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12-20-2020 05:47 AM
Watch this video for Salesforce integration steps by step configuration
Please mark reply as Helpful/Correct, if applicable. Thanks!!
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02-17-2022 12:58 AM
A ServiceNow Salesforce integration can bring real-time visibility and traceability of critical information required by teams working on these platforms.
The following can be a possible use case you need in the Higher Ed. sector.
Use Case:
Customer support and Sales team
Imagine a student raises an Incident in ServiceNow. It can be a simple one like facing e-learning platform issues: “Report card showing inaccurate details or throwing an error” or can be complex ones. Say such an incident mentioned above is raised.
A ServiceNow Salesforce integration
- Creates a Case in Salesforce based on a trigger in ServiceNow: “Incident belonging to a particular Assignment group”. The required contextual information of the incident is also reflected in Salesforce.
- The sales team then checks through the relevant information in Salesforce and changes the priority of the Case to ‘High’.
- This changes the ‘Urgency’ in ServiceNow to 1. The customer support team starts working on it and the status is changed to ‘In Progress’.
- Once that happens, the status of the Case in Salesforce is changed to ‘Working’.
- Then real-time updates on the status of the Incident, comments, and attachments (if any) can also be passed back and forth between the two platforms and both teams work towards resolving the incident faster.
- Once the Incident is resolved, the “Resolution notes” can also be displayed in a custom field in Salesforce to give additional details needed to be communicated to the student if required.
You can have a look at Exalate, an app that allows for such integrations within a company or across multiple companies. And if you need more details on how to implement a ServiceNow Salesforce integration, you can check out this guide.
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06-01-2023 01:30 AM
Technanosoft offers Salesforce integration services to seamlessly connect Salesforce with various third-party applications and systems. Their services enable data synchronization, process automation, and enhanced productivity for businesses leveraging the Salesforce platform.
