Salesforce connector for Incident and case management

selotman
Giga Contributor

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

1 ACCEPTED SOLUTION

Abbas_5
Tera Sage
Tera Sage

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

View solution in original post

2 REPLIES 2

Abbas_5
Tera Sage
Tera Sage

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
Giga Contributor

Hi @Abbas_5 

 

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

 

Thanks and Regards

Samir