Salesforce Integration
The integration of Rally Software and Salesforce helps the project manager, engineering team, and customer-facing teams, such as support, sales, and services teams align their goals and tasks with each other. With integration of these two systems, enterprises can have cross-functional transparency and enriched collaboration across the business and technical verticals.

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Salesforce – Rally Software Integration Overview

In an Application Lifecycle Management (ALM) environment, 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 helps the teams get complete context of the business requirements.

Best-of-breed systems such as Rally Software and Salesforce bring rich functionalities to the ecosystem. By integrating Rally Software with Salesforce, enterprises can diminish collaboration barriers between the technical and customer-facing teams that otherwise lead to quality issues, delivery delays, and financial loss.

How Salesforce – Rally Software integration is beneficial for an enterprise

  • Real-time access to customer issues and priorities
  • Communication on the workitems from the native systems itself
  • Real-time updates when a customer issue is resolved

With Salesforce + Rally Software integration, enterprises can:

Salesforce RALLY Integration

How OpsHub Integration Manager integrates Salesforce and Rally Software

OpsHub Integration Manager integrates Rally Software and Salesforcebidirectionally. It ensures that all historical and current data is available toeach user, in that user’s preferred system, with full context, in real-time. All‘ideas’ or any similar custom entity from Salesforce automaticallysynchronize to Rally Software and all the entities and details associatedwith the custom entity synchronize back to Rally Software.

Popularly synchronized entities

Salesforce RALLY Entities Mapping

Use Case: Salesforce integration with Rally Software

Problem statement: The service/support team in an organization uses Salesforce and the product development team uses Rally Software. As these systems are not integrated, it becomes cumbersome for the service/support team to follow up with backend team on each case.

Solution: If Salesforce and Rally Software are integrated, the service/support team will not have to manually keep following with the product development team about each case and they can keep the customer up-to-date all the time.

  1. The support team logs an ‘enhancement request’ in Salesforce.
  2. The ‘enhancement request’ synchronizes to Rally Software as a ‘user story’ with status ‘New’. The Project Manager using Rally Software approves the enhancement request.
  3. The development team lead assigns a delivery date for the ‘user story’ and breaks the user story into multiple tasks.
  4. The delivery date & associated tasks synchronize in Salesforce as well. The support/service team is, therefore, updated with the due delivery date.
  5. The development team starts work on the user story, tests it, and marks it as ‘complete’.
Salesforce Integration with RALLY

Benefits of integration for Salesforce and Rally Software users

Salesforce users

  • Access to the updates coming from development team on customer requirements from within Salesforce
  • Easy to categorize and prioritize customer requests for backend teams
  • No manual efforts needed to keep project & engineering teams updated on customer issues and priorities

Rally Software users

  • Traceability for customer requirements throughout the ALM tool chain
  • Visibility into customer issues and priorities
  • No dependency on manual communication for making decisions
Salesforce integration

Salesforce Jira Integration gives real-time visibility to the customer success team and backend team in each other’s tasks. With this kind of visibility, the coordination between the teams becomes easier, customer issues are resolved faster, and customer communication becomes seamless.

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Salesforce – Jira Integration Overview

In an Application Lifecycle Management (ALM) 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, cross-functional collaboration enhances seamless communication between teams to make better decisions, faster.

By integrating Salesforce and Jira, enterprises can diminish collaboration barriers between their customer-facing & backend teams. It helps in keeping customer priorities clearer, makes communication with the customers seamless, and reduces the customer issues resolution time.

How Salesforce – Jira integration is beneficial for an enterprise

  • Complete transparency into each customer issue
  • Faster resolution of customer issues
  • Increased productivity
  • Higher customer satisfaction score

With Salesforce + Jira integration, enterprises can:

Salesforce JIRA integration

How OpsHub Integration Manager integrates Salesforce and Jira

OpsHub Integration Manager integrates Salesforce and Jira bi-directionally. It ensures that all data is available to each user, in thatuser’s preferred system, with full context, in real-time. The cases between Jira and Salesforce synchronize and all workitems, such as defects alongwith comments and attachments, synchronize to both systems in realtime.

Popularly synchronized entities

Salesforce JIRA Entities Mapping

Use Case: Salesforce integration with Jira

Problem statement: The customer success team in an organization uses Salesforce and the product development team uses Jira as a bug tracking system. As these systems are not integrated, it becomes cumbersome for the customer success team to follow up with backend team on each case.

Solution: If Salesforce and Jira are integrated, the customer success team will not have to manually keep following with the product development team about each case and they can keep the customer up-to-date all the time.

  1. The customer success team notices multiple tickets of the same nature associated with a customer account.
  2. These tickets have also synchronized to Jira, where the backend team has identified them as ‘defects’.
  3. The backend team specifies in the comment section that these defects are associated with one minor issue in the product. They set the deadline to resolve the issue within 24 hours.
  4. The customer success team then gets back to the customer with the update and resolution time.
Salesforce Integration with JIRA

Benefits of integration for Salesforce and Jira

Salesforce users

  • Complete transparency into how the backend team is dealing with each customer issue
  • Ability to provide real-time updates to the customers

Jira users

  • Access to the customer account, priorities contacts from within Jira
  • No manual efforts needed to keep sales team/customer success team in loop for customer issues
Salesforce integration

The integration of Salesforce and Digital.ai Agility helps the project manager, engineering team, and customer-facing teams, such as support, sales, and services teams align their goals and tasks with each other. With the integration of these two systems, enterprises can have cross-functional transparency and enriched collaboration across the business and technical verticals.

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Salesforce – Digital.ai Agility Integration Overview

In an Application Lifecycle Management (ALM) environment, 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 a team’s productivity, cross-functional collaboration helps the teams get complete context of the business requirements.

Best-of-breed systems such as Salesforce and Digital.ai Agility (Formerly VersionOne) bring rich functionalities to the ecosystem. By integrating Salesforce and Digital.ai Agility, enterprises can diminish collaboration barriers between the technical and customer-facing teams that otherwise lead to quality issues, delivery delays, and financial loss.

How Salesforce – Digital.ai Agility integration is beneficial for an enterprise

  • Real-time access to customer issues, priorities, updates and changes in customer requirements
  • Enable teams to have a meaningful first response for issues with critical severity
  • Real-time updates to all teams when a customer issue is resolved
  • Communication on the work items from the native systems itself
  • Ability to stay ahead of the competition, in pre and post-sales service, with proactive response and by delivering meaningful solutions in time

With Salesforce + Digital.ai Agility integration, enterprises can:

Salesforce VersionOne integration

How OpsHub Integration Manager integrates Salesforce and Digital.ai Agility

OpsHub Integration Manager integrates Salesforce and Digital.ai Agility (Formerly VersionOne) bidirectionally. It ensures that all historical and current data is available to each user, in that user’s preferred system, with full context, in real-time. All cases, opportunities, feeds, ‘ideas’, or any similar custom entity from Salesforce automatically synchronize to Digital.ai Agility and all the entities and details associated with the entity synchronize back to Digital.ai Agility.

Popularly synchronized entities

Salesforce Digital.ai Agility Entities Mapping

Use Case: Salesforce integration with Digital.ai Agility

Problem statement: The support/service team receives a customer request. The support/service team recognizes it as an ‘enhancement request’. They, then, send this requirement to the Project Manager for approval. The Project Manager asks for customer emails and more context of the communication between sales team and customer. The sales team then shares the requisite details with the Project Manager who approves the request and shares the details with the engineering team. The support/service team, meanwhile, has no idea as to when the ‘enhancement request’ will be completed.

Solution: When Salesforce and Digital.ai Agility (Formerly VersionOne) are integrated, the support, service, sales, and engineering teams can seamlessly coordinate with each other from their native systems. There is no need to coordinate over a customer requirement on calls or emails. This helps in cutting down on miscommunication and gives complete visibility to the customer-facing teams and backend teams in each other’s tasks.

  1. The support team gets a ticket from the customer which they classify as an ‘enhancement request’.
  2. The support team logs this ‘enhancement request’ as an ‘idea’ in Salesforce with status ‘Pending for approval’. The support team details out the idea in the description column.
  3. The sales team, also using Salesforce, further details out the context of the request, the urgency of the request, and attaches customer emails for the Project Manager and engineering teams’ reference.
  4. The ‘idea’ synchronizes to Digital.ai Agility as a ‘backlog item’ with status ‘New’. The Engineering Project Manager approves the ‘enhancement request’ by changing the status of ‘backlog item’ to ‘Accepted/In Progress’ and assigns a delivery date for the ‘backlog item’.
  5. The delivery date gets updated in Salesforce as well. The support/service and sales team are, therefore, updated with the due delivery date.
  6. The engineering team starts work on the backlog item, tests it, and marks it as ‘complete’.
  7. The status of the ‘idea’ in Salesforce changes to ‘Ready for customer verification’.
  8. The support team responds to the customer that the enhancement request has been fulfilled and ready for verification.
Salesforce Integration with Digital.ai Agility

Benefits of integration for Salesforce and Digital.ai Agility

Salesforce users

  • Access to the updates coming from engineering team on customer requirements from within Salesforce
  • Easy to categorize and prioritize customer requests for backend teams
  • No manual efforts needed to keep project & engineering teams updated on customer issues and priorities

Digital.ai Agility users

  • Traceability for customer requirements throughout the ALM tool chain
  • Visibility into customer issues and priorities
  • No dependency on manual communication for making decisions
Salesforce integration
Salesforce ServiceNow Integration gives real-time visibility to the support and sales team into each other’s work and priorities. With this kind of visibility, the coordination between the teams become easier, customer issues are resolved faster,and customer communication becomes seamless.

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Salesforce – ServiceNow Integration Overview

In an Application Lifecycle Management (ALM) 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, cross-functional collaboration enhances seamless communication between teams to take better decisions, faster.

By integrating Salesforce & 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.

How Salesforce – ServiceNow integration is beneficial for an enterprise

  • Real-time access to customer issues and priorities
  • Communication on the workitems from the native systems itself
  • Real-time updates when a customer issue is resolved

With Salesforce + ServiceNow integration, enterprises can:

Salesforce ServiceNow integration

How OpsHub Integration Manager integrates Salesforce and ServiceNow

OpsHub Integration Manager 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’ from ServiceNow automatically synchronize to Salesforce and all the entities and details associated with the ‘tickets’ synchronize back to Salesforce. Customer priorities, value, and other details available in Salesforce are also visible in the customer account in ServiceNow.

Popularly synchronized entities

Salesforce ServiceNow Entities Mapping

Use Case: Salesforce integration 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 the support system and sales systems are integrated, the support team will have visibility into any new customer accounts created by the sales team.

Let’s look at a use case in which ServiceNow – the support system is linked with Salesforce – the sales system.

  1. Sales team creates an account for a new customer in Salesforce and enables a flag to mark that customer is entitled for support.
  2. The new account synchronizes to ServiceNow and authorizes the associated profiles to create tickets.
  3. When the customer creates a new incident in ServiceNow, OpsHub Integration Manager automatically links the ticket to the company account in ServiceNow. The ticket also synchronizes to Salesforce as a case.
  4. Sales team adds a comment to the case notifying the support team that this is a critical incident.
  5. The support team changes the status of the ticket to ‘active’ and starts work on it immediately.
Salesforce Integration with ServiceNow

Benefits of integration for Salesforce and ServiceNow

Salesforce users

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

ServiceNow users

  • No manual efforts needed to keep support team updated on new customer accounts added & priorities/value of each customer account
  • Real-time access to the status of customer tickets and conversations between support team & customers
Salesforce integration
Salesforce Zendesk Integration gives real-time visibility to the support and sales team into each other’s work and priorities. With this kind of visibility, the coordination between the teams become easier, customer issues are resolved faster, and customer communication becomes seamless.

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Salesforce – Zendesk Integration Overview

In an Application Lifecycle Management (ALM) 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, cross-functional collaboration enhances seamless communication between teams to make better decisions, faster.

By integrating Zendesk & Salesforce, 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.

How Salesforce – Zendesk integration is beneficial for an enterprise

  • Real-time access to customer issues and priorities
  • Communication on the workitems from the native systems itself
  • Real-time updates when a customer issue is resolved

With Salesforce + Zendesk integration, enterprises can:

Salesforce Zendesk integration

How OpsHub Integration Manager integrates Salesforce and Zendesk

OpsHub Integration Manager integrates Zendesk and Salesforce 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’ from Zendesk automatically synchronize to Salesforce and all the entities and details associated with the ‘tickets’ synchronize back to Salesforce. Customer priorities, value, and other details available in Salesforce are also visible in the customer account in Zendesk.

Popularly synchronized entities

Salesforce Zendesk Entities Mapping

Use Case: Salesforce integration with Zendesk

Problem statement: The support team is unable to prioritize the tickets from different customers. As they don’t understand the priorities of the tickets, they end up taking up the least important tickets first and the most important tickets at the end.

Solution: If Salesforce and Zendesk are integrated, the support team will have visibility into the order in which the customer tickets need to be prioritized.

  1. Sales team creates an account for a new customer in Salesforce and flags the account to suggest that the customer is entitled for support.
  2. The account gets synced to Zendesk and customers associated with this account are authorized to raise tickets on ServiceNow.
  3. A customer associated with this account raises a ticket in Zendesk. The ticket automatically links to the associated account.
  4. OpsHub Integration Manager also synchronizes this ticket to Salesforce as a ‘case’ and links it to the corresponding account.
  5. Sales team adds a comment to the ‘case’ in Salesforce suggesting the support team to consider this ticket as ‘critical’.
  6. The comment gets synced to Zendesk as ‘notes’, which are hidden from the customer.
  7. The support team, then, takes this ticket on priority, and changes status of the ticket to ‘active. The status of the ‘case’ automatically gets updated as ‘in-progress’ in Salesforce.
Salesforce integration with Zendesk

Benefits of integration for Salesforce and Zendesk

Salesforce users

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

Zendesk users

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