This article provides a detailed, step-by-step guide on configuring the Software Asset Management (SAM) application with Salesforce Customer Relationship Management (CRM) to successfully load CRM subscriptions and reclaim unused licenses.
For a deeper understanding of how to accomplish this CRM integration, be sure to watch the “Ask a Ranger: Software Asset Management” video series
- Integrating with Salesforce CRM - Register a Salesforce Application
- Integrating with Salesforce CRM - Create a Salesforce CRM Integration Profile
- Integrating with Salesforce CRM - Subscription Validation and Optimization
Integration offers:
- Subscriptions
- Optimize licenses by reclaiming unused license.
Prerequisites:
- To start with, assuming SAM is already activated in the instance, you need to enable Software Asset Management -SaaS License Management(App id: sn_sam_saas_int) plugin.
- Salesforce CRM Administrator access. In case, this access is not available directly to the SAM implementer, you should work with Salesforce admin of your account.
- Both Salesforce Classic and Salesforce Lightning organizations are supported for this integration.
Implementation Steps:
Post activation, click on SAM workspace >> License Operations >> Direction integration profile.
A window will pop-out for selecting the integration profile. Select Salesforce CRM profile and continue.
Now, the guided set up page will open.
Each step in the above guided set up includes various configurations in both the Salesforce CRM portal and ServiceNow. The videos above cover these configurations in detail.
Also, you can refer the documentation Integrating with Salesforce CRM for more details.
Post Integration Checks:
After successfully setting up the integration, you can access the profile from the direct integration profile module in the SAM workspace, where you will find the following details:
All the software models loaded from Salesforce CRM portal will be reflecting here.
Note: It is recommended to housekeep existing CRM software models in ServiceNow and maintain/purge them before establishing this integration. Especially, the demo CRM software models loaded as part of the SAM module activation, if not cleaned beforehand, may end up getting duplicate records in the software model table post the integration is established.
Also, it is a better approach to load the entitlements post software models are loaded from Salesforce CRM portal. Once the integration is executed, SAM administrators will be able to view all the CRM models for which subscriptions are assigned in the Salesforce CRM portal. Thus, it will help SAM admins in streamlining their efforts on entitlements they need to chase for.
These below 2 jobs are primarily associated with fetching the subscriptions and consumptions from Salesforce CRM portal. These jobs are created with the activation of SaaS plugin.
In order to view the subscriptions loaded from the Salesforce CRM portal, you can access the User subscription module(samp_sw_subscription) in SAM workspace.
Some of the key columns fetched are:
- Subscription identifier : Determines if this identifier corresponds to any software model in SerivceNow content library. If not then this subscription will be parked under Unrecognized Subscription Identifier(samp_sw_unrecognized_subscription_identifier). Same is also visible when corresponding integration profile is accessed like above screenshot.
- User principal name : Used for mapping the user from sys_user table.
- Subscription assigned
- Last activity
- Created
These fields contribute in removal candidate generation based on the reclamation rule.
Currently, SAM supports license optimization for seldom used licenses for CRM. And hence you shall see removal candidates generated for low usages only.
One can validate the subscriptions loaded in ServiceNow from Salesforce CRM portal by navigating to user link in the portal.
Reclamation Rules added
When reconciliation runs, these subscriptions are then positioned in the SAM workspace as below:
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