In an Application Lifecycle Management ecosystem, the choice of systems and the collaboration between the cross-functional teams play a great role in delivering quality solutions. While the choice of systems impacts the productivity of a team, the cross-functional collaboration enhances seamless communication between teams to take better decisions, faster.
Integrating ServiceNow solutions offer enterprises and their users the knack to be prepared, make smarter decisions, serve more customers, and increase revenue and customer satisfaction by optimizing end- to-end service operations.
The goal of integrating ServiceNow incident management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained.
MuleSoft ESB integrates Salesforce and ServiceNow bi-directionally. It ensures that all data is available to each user, in that user’s preferred system, with full context, in real-time. All tickets (incidents) from ServiceNow automatically synchronize to Salesforce (case) and all the entities and details associated with the ‘tickets’ synchronize back to Salesforce. Likewise, whenever a new case is opened in Salesforce, we can automatically open a new incident in ServiceNow, if ServiceNow is being used as incident management system in your organization.
Make better and faster decisions
Accelerate customer response time
Ensure complete traceability of a change request/ticket
Get full context of customer issues and priorities
Leverage the best of functionality and collaboration in the delivery system.
In the first flow we are using Salesforce connector to poll new Case records from Salesforce. After that we are transforming case data into our custom object and then pushing data to queue adapter.
In second flow we are using queue adapter and a ServiceNow connector. We pick data from queue and then transform it into required format (ServiceNow incident).
In order to successfully create incidents in ServiceNow from external platforms such as MuleSoft, Accessibility should be enabled in General System Settings, as shown below:
The goal of integrating ServiceNow incident management is to restore normal service operation as quickly as possible following an incident (which in this case is triggered by new Case creation in Salesforce through any of the channels phone, email, web etc), while minimizing impact to business operations and ensuring quality is maintained.
With Royal Cyber Salesforce, ServiceNow integration solutions you can automate vital business processes and shorten development cycles. Get the most out of your ServiceNow investment, for more information or to schedule a demo today email us at [email protected] or visit www.royalcyber.com.