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Integrate Microsoft Dynamics 365 with ServiceNow

Bi-directional sync using OpsHub Integration Manager

The integration of Microsoft Dynamics 365 with ServiceNow enables sales to have real-time information on tickets logged for particular accounts, grievances, customer feedback and enables support to link tickets across different users from same account and form a proactive problem-solving strategy. With this kind of visibility,the coordination between the teams becomes easier,communication becomes seamless and as a result, customer issues are resolved faster

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How Microsoft Dynamics 365 – ServiceNow integration is beneficial for an enterprise

  • Real-time access to customer issues and priorities
  • Real-time updates when a customer issue is resolved
  • Streamlines sales and support processes, thereby accelerating go-to-market

With Microsoft Dynamics 365 and ServiceNow integration, enterprises can:

jira-servicenow-benefits
  • Make better and faster decisions
  • Accelerate customer response time
  • Ensure complete traceability of a ‘requirement’
  • Get full context of customer requirements and priorities
  • Leverage the best of functionality and collaboration in the delivery ecosystem.

How OpsHub Integration Manager integrates Microsoft Dynamics 365 and ServiceNow

OpsHub Integration Manager integrates Microsoft Dynamics 365 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 entities between from Microsoft Dynamics 365 and ServiceNow synchronize with each other. Customer priorities, value, and other details available in Microsoft Dynamics are also visible in the customer account in ServiceNow.

Steps to Integrate Microsoft Dynamics 365 and ServiceNow

  • Step 1: Configure Microsoft Dynamics 365 and ServiceNow systems.
  • Step 2: Configure the mapping.
    • Step 2.1: Select the project and the Entities for mapping.
    • Step 2.2: Map the fields of the selected entities.
  • Step 3: Configure the integration.
  • Step 4: Activate the integration.

Popularly synchronized entities

Microsoft Dynamics ServiceNow Entites Mapping

Use Case: Microsoft Dynamics 365 integrate with ServiceNow

Problem statement: The support team has no visibility into the new accounts created by the sales team; therefore, they are not sure which customer accounts are eligible for support.

Solution: If ServiceNow (Support team’s system) is linked with Microsoft Dynamics 365 (Sales team’s system), both teams will have visibility into any new customer accounts created by the sales team.

  1. The sales team creates an account for a new customer in Microsoft Dynamics 365 and enables a flag to mark that customer is entitled to support.
  2. The new account syncs to ServiceNow and authorizes the associated profiles to get the service support.
  3. A customer faces an issue and logs an ‘Incident’ in Microsoft Dynamics 365.
  4. A support representative analyzes the issue, marks it as a ‘Problem’ and sends it to the service provider team using ServiceNow system
  5. OpsHub Integration Manager propagates the Problem as a ‘Bug’ in ServiceNow with all the details provided by the support representative and links the Bug with the customer profile in ServiceNow.
  6. The service provider team examines the Bug, resolves it, updates its status as ‘Fixed’ and adds the comments with issue resolution details.
  7. OpsHub Integration Manager communicates the change in the status of the ‘Problem’ to Microsoft Dynamics 365. The status of the ‘Incident’ in Microsoft Dynamics 365 changes to ‘Resolved’ and the details related to issue resolution sync to Dynamics 365 Incidents’ comments.

Benefits of integration for Microsoft Dynamics 365 and ServiceNow

By integrating Microsoft Dynamics 365 & ServiceNow, enterprises can diminish collaboration barriers between their customer-facing teams. It helps in keeping customer priorities clearer, makes communication with the customers seamless, and reduces the customer issues resolution time. Therefore, staying on top of customer issues gives enterprises an opportunity to delight customers and build long-lasting trust.

Microsoft Dynamics 365 users

  • Real-time access to the status of customer tickets and conversations between support team & customers
  • No manual efforts needed to keep support team updated on new customer accounts added & priorities/value of each customer account

ServiceNow users

  • Access to the customer account, priorities contacts from within ServiceNow
  • No manual efforts needed to keep sales team in loop for customer issues

Get started with your Microsoft Dynamics 365 – ServiceNow Integration today

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