Missing User License and Feature License Data in Salesforce Integration

[himanshuraw]

Hi Community,

I recently completed the ServiceNow OOB integration with Salesforce CRM using the official documentation provided here:

🔗 Salesforce CRM Integration Guide

As part of the integration, Salesforce licenses are expected to be fetched into ServiceNow. However, I’m only receiving data related to Permission Set Licenses (for example - Sales Console User, CRM User).

The User License (for example - Salesforce, Chatter Free) and Feature License (for example - Service Cloud User, Marketing User) information is not being pulled in, and these are critical for our use case.

Has anyone faced a similar issue or knows how to retrieve User License and Feature License data through the integration?

Any insights or suggestions would be greatly appreciated.

Thanks in advance!

[Mahur Silva]

We’ve been facing several challenges with the Salesforce CRM integration in ServiceNow and the issue goes beyond ServiceNow itself. The product line and suite structure in Salesforce are extremely confusing. To illustrate: the integration only retrieves items assigned for use within the Salesforce portal. However, the product name appears one way in the contract, another way in the portal, and yet another when pulled through the integration. We end up with three different names for the same item, making it difficult to map and understand what each one actually refers to. It's becoming increasingly unclear, and vendor meetings seem to complicate things even further.