Salesforce connector for Incident and case management

[selotman]

Hi Community,

Is there a built connector to connect Salesforce Service Cloud and Service now for case management (create, update...), bidirectional flow. Any link to the specification documentation, please?

Thank you 

Samir

[Abbas_5 · Accepted solution]

Hello @selotman,

Yes, there are options for connecting Salesforce Service Cloud and ServiceNow for case management, including creating and updating cases in a bidirectional flow. While ServiceNow doesn't have a single built-in connector for this specific scenario, there are several approaches to achieve this integration: 

1. Middleware Integration Platforms: 

• You can utilize middleware platforms like MuleSoft, Dell Boomi, or Jitterbit to facilitate the integration. These platforms offer pre-built connectors and templates, simplifying the integration process.
• These platforms can handle data mapping, transformation, and flow management, ensuring seamless communication between Salesforce and ServiceNow.

2. ServiceNow IntegrationHub: 

• ServiceNow's IntegrationHub provides a platform for integrating with various applications, including Salesforce.
• You can use IntegrationHub's "Spokes" to set up integration flows, such as triggering a Salesforce record creation when a ServiceNow incident is updated.

3. Custom APIs: 

• You can utilize Salesforce and ServiceNow REST or SOAP APIs to build custom integration solutions.
• This approach provides maximum flexibility but requires more development effort.

4. Pre-built Connectors on Salesforce AppExchange or ServiceNow Store: 

• Explore pre-built connectors available on Salesforce AppExchange or the ServiceNow Store.
• These managed solutions often offer plug-and-play functionality and vendor support.

Bidirectional Flow: 

• For a bidirectional flow, you'll need to ensure that both Salesforce and ServiceNow can consume each other's REST endpoints.
• This means configuring data flow from ServiceNow to Salesforce and from Salesforce to ServiceNow.
• You'll also need to manage keys/request IDs for updating records on both platforms.

Choosing the right approach: 

• The best approach depends on your specific needs, technical expertise, and available resources.
• Consider the complexity of the integration, the need for real-time synchronization, and the availability of pre-built solutions when making your decision

OR refer to the link below:
https://www.youtube.com/watch?v=547j2wYmTZA

If it is helpful, please hit the thumbs up icon and accept the correct solution by referring to this solution in future, it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[selotman]

Hi @Abbas_5 

Thank you for the detailed analysis and recommendation. That was indeed very helpful.

Thanks and Regards

Samir