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Why integrate Salesforce and ServiceNow


Salesforce and ServiceNow are two of the most popular and versatile enterprise platforms. Their comprehensive capabilities help their users to gain a detailed view of important for their business activities and operations. The flexibility and scalability of the platforms help companies leverage their performance, manage end-to-end client-related activities with ease, and speed up issue resolution. That’s why the two are often found actively working in the background of the IT ecosystems of so many organizations (no matter their niche and size). 

A few words for Salesforce

Salesforce is a highly advanced cloud CRM system. It helps organizations from different niches successfully establish and monitor their entire process of customer-related management.  

In essence, the popular CRM gives users a full-scale, 360° overview and control over business-related segments such as services, IT, commerce, marketing, and sales.  

When it comes to commerce, Salesforce enables the organization and running of customer-centered eCommerce activities- without wasting valuable resources.  

Salesforce comprises several cloud services – Sales, marketing, Services, Commerce, Analytics, apps, and Community. Each has specific characteristics that make the platform highly appreciated among its users.  

Being one of the most sought-after CMR tools means that Salesforce has some unique benefits over its competitors that act as a magnet to businesses. What are they?  


–        The accumulation of a large amount of client data 

–        Easiness of use 

–        Security 

–        Customization

A few words about ServiceNow

ServiceNow is also used by many large-scale modern companies. At its core, ServiceNow is a multifunctional software solution that provides its users with comprehensive service/help desk functionality. It enhances workflows, cross-team collaboration, and automation of crucial activities such as incident management and resolution.  

Thanks to its complexity, ServiceNow fits both the PaaS (allows the users to create their apps) and SaaS (automates the entire workflow process in the company) categories.  

The most significant characteristic of ServiceNow that makes it so preferred, especially by larger companies is its continuous availability. This feature plays a key role for those companies that aim to scale their growth while maintaining high levels of customer satisfaction. ServiceNow’s availability is achieved by its multi-instance architecture. Just like any other large-scale software platform, ServiceNow also comprises more than one functional module. Its IT service desk segment helps with the timely resolution of any tech-related issues. It also helps the responsible team deal with any arising security threat.  

Embedding a comprehensive platform like ServiceNow into the organization’s IT infrastructure has its benefits:  

–        Despite its complexity, ServiceNow is easy to use  

–        Better process optimization 

–        Sped-up workflow  

–        High level of security 

–        Optimization of decision-making 

–        Easy integration with other systems 

Why integrate Salesforce and ServiceNow?

The integration between systems like Salesforce and ServiceNow has many benefits. The bi-directional connection between the two instantly enhances cross-team collaboration. As a result of this, customer issues get resolved much faster. This immanently leads to the next benefit of the integration – retention of customers and increased CSAT levels.  


Also, an important effect of the connection between Salesforce and ServiceNow is the automation of crucial day-to-day activities. Manual work and its accompanying activities seize to the bare minimum – eliminating the prerequisites for errors and delays. Operational efficiency and overall team performance also increase. 


Switching between systems can often be foreboding and can result in slowdowns, and even errors. That’s why having a connection between Salesforce and ServiceNow eliminates those issues. IT teams can easily use both systems, without the need to log out from either of them to log into the other. 


A powerful CRM tool like Salesforce helps sales departments organize their client-related activities – from the initial point of contact to their retention. The connection between Salesforce and ServiceNow will enable the sales teams to easily manage their client issues and enquiries and transfer them automatically to the ServiceNow help desk team for further resolution. As a result, the latter does not waste time when seeking immediate remediations and that helps always keep the customers happy.  

An important benefit of the connection between Salesforce and ServiceNow is that crucial for the organization’s data (analytics, insights, metrics) are visible and accessible for the teams managing the two systems. This allows them to dissect and analyze it for further enhancement of the workload processes. 

To sum it up: Integrating Salesforce and ServiceNow brings a list of advantages: 

  • Enhanced cross-team collaboration 
  • Improved visibility into recurring issues, tasks and operations 
  • Faster client-related issue resolutions 
  • Maintaining high levels of CSAT 
  • Minimizing errors, data gaps and silos 
  • Elimination of miscommunication 
  • Simultaneous access to both systems, no need for logging out of the one to use the other 
  • Visibility to the accumulated and stored data from both systems 

Takeaway: Salesforce and ServiceNow are two comprehensive, multifunctional platforms. They help enhance the overall performance of the IT teams using them and remediate issues before they have become critical. 

The most common Salesforce ServiceNow integration scenario

A company uses Salesforce as its main CRM system and ServiceNow for handling tickets and service requests. In that case, the integration of the two systems will enable the automatic extraction of Salesforce Cases and their logging as Incidents or Requests in ServiceNow. If there is a two-way integration, the opposite is also possible.  

ServiceNow entities (tasks, incidents, problems) get transferred to Salesforce along with all their necessary details as cases.   

Those Salesforce Cases allow advanced filtering by time, support lifecycle, and other fields. Correlation information, a significant part of any integration process, gets stored in a custom field(s).  

Depending on the integration tool’s characteristics, the fine-tuning of the specific data between the connected systems can vary. If the integration tool provides advanced capabilities and allows for customization, the query of related entities like comments, attachments, and users happens automatically. As of this, their usage for creating corresponding related entities in the target system is easy.  

Once the integration is set different Salesforce Case fields like status, description, subject, owner, etc. get instant updates. The bi-directional integration between Salesforce and ServiceNow allows the real-time update of ServiceNow incidents based on Salesforce cases. Whenever there are changes in the ServiceNow incident, the relevant case in Salesforce is automatically updated and vice versa.   


Deploying systems like Salesforce and ServiceNow helps enterprises manage and automate significant business operations and activities. Utilizing the two enables digital transformation and allows companies to improve their daily processes.  

Integrating Salesforce and ServiceNow further enhances their capabilities and takes automation to the next level. When the two systems are connected, this results in improved cross-team collaboration, faster issue resolution, higher productivity and easier scaling. 

ZigiOps is a no-code, powerful integration platform that allows you to connect Salesforce and ServiceNow in minutes. Schedule a demo and see how easy the process is.