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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Mathieu Lepoutr · ‎12-26-2023

Hi Siva

Some use-cases with Exalate;

Any entity type from Snow to any entity type to SF.

For example your support team is in SNOW and logs incidents, and sales team is in SF and logs Cases.

With Exalate, you can integrate both of them.

Exalate is a decentralized integration solution, where you can granuarly decide which data will be send over.

It is very useful for integrating SNOW and SF.

Ramesh Lohar · ‎01-13-2024

1. **Student Service Management**: ServiceNow can be integrated with Salesforce to manage student services. For example, students can raise tickets for issues related to their courses, accommodation, or other services through Salesforce. These tickets can then be managed and resolved in ServiceNow.

2. **IT Service Management**: Higher education institutions often have complex IT infrastructures. ServiceNow can be used to manage IT services, while Salesforce can be used to manage the customer relationship aspect. For example, if a student or staff member has an IT issue, they can report it through Salesforce. The issue can then be managed and resolved in ServiceNow.

3. **Asset Management**: ServiceNow's IT Asset Management (ITAM) can be integrated with Salesforce to manage the institution's assets. For example, if a university has a large number of computers, projectors, and other equipment, these can be tracked and managed in ServiceNow, while the user interaction can be managed in Salesforce.

4. **Knowledge Management**: ServiceNow's Knowledge Management can be integrated with Salesforce to provide a comprehensive knowledge base for students and staff. For example, if a student has a question about a course or service, they can search the knowledge base in Salesforce, which is powered by ServiceNow.

5. **Event Management**: ServiceNow's Event Management can be integrated with Salesforce to manage events at the institution. For example, if a university is hosting a conference or other event, the event can be managed in ServiceNow, while the attendee interaction can be managed in Salesforce.

6. **Project Management**: ServiceNow's Project Management can be integrated with Salesforce to manage projects at the institution. For example, if a university is undertaking a large construction project, the project can be managed in ServiceNow, while the stakeholder interaction can be managed in Salesforce.

7. **Incident Management**: ServiceNow's Incident Management can be integrated with Salesforce to manage incidents at the institution. For example, if there is a security incident at the university, the incident can be managed in ServiceNow, while the communication with students and staff can be managed in Salesforce.

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