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Replacing an ALM system shouldn’t mean losing years of engineering history. Learn why legacy data retention matters, why common workarounds fail, and how purpose-built ALM data archiving helps organizations preserve traceability, compliance, and institutional knowledge after migration.
Are you struggling to handle customer interactions efficiently? Learn how integrating Salesforce and ServiceNow CRM platforms can provide you with complete visibility of customer issues and enable quicker resolutions. With a seamless flow of information facilitated by a bidirectional integration using OpsHub Integration Manager (OIM), teams can leverage real-time data to enhance their decision-making capabilities. Improve your team’s collaboration and streamline daily operations by watching this video on Salesforce and ServiceNow integration.
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This is an integration between two CRM systems, Salesforce and ServiceNow. The support engineer starts by creating an incident in ServiceNow, adds a short and long description, and submits it. This incident will synchronize to Salesforce as a case. In Salesforce, let’s refresh the page to see if the sync is successful. The incident created in ServiceNow has synced to Salesforce as a case. We can see the short and long descriptions reflecting here, along with the Remote Link and Remote ID for the ServiceNow incident.
The sales engineer in Salesforce now changes the status of the case from new to working and also changes the case origin. All updates made to the case in Salesforce will reflect on the incident created in ServiceNow. Navigating to ServiceNow, the status of the incident has synced and therefore has changed to active. Similar to the remote ID and entity links we saw in Salesforce for the ServiceNow incident, here in ServiceNow, we can see the Remote ID and Remote Entity Link for the Salesforce case.
The support engineer now adds a comment notifying the sales engineer in Salesforce of the progress of the work. The comment will sync back to Salesforce in near-to-real time. In the meantime, the support engineer adds an attachment in ServiceNow. This, too, will sync back to Salesforce. Refreshing the page in Salesforce, we can see the comment has synchronized and so has the attachment.
In Salesforce, the sales engineer adds a private comment as a response to the support engineer in ServiceNow and also changes the priority from low to high. In this demo, priority in Salesforce is mapped with severity in ServiceNow. Therefore, we will see the severity updated because of the priority change in Salesforce. Refreshing the page in ServiceNow, we can see the comment has synced and the severity has changed to high.
So far, we saw how an incident created in ServiceNow seamlessly synchronizes to Salesforce with all the comments and attachments. Now, in Salesforce, the sales engineer creates an enhancement, which will also bidirectionally sync back to ServiceNow; gives it a title and description and saves it. The enhancement request is created in Salesforce. Now, let’s check in ServiceNow if the same enhancement has synchronized. The enhancement request has synchronized to ServiceNow. All details, including the Remote ID and Remote Link of the Salesforce enhancement request, are available in the ServiceNow enhancement request.
The support engineer in ServiceNow starts work on the enhancement request, inserts an attachment, changes the severity to high, and adds a public comment. Navigating to Salesforce, the Remote ID and Remote Link for the ServiceNow enhancement request are visible here. So are the recently synchronized priority, attachment, and comment as type – note.
In Salesforce, the sales engineer changes the status of the enhancement request from new to delivered, notifying the support engineer in ServiceNow of the completion of the work. We can see the status has synced from Salesforce to ServiceNow. Continuing in ServiceNow, the support engineer navigates to the incident, which was created earlier in the demo, and changes the status to resolved. One last time, navigating to the case in Salesforce, we can see the status has updated due to the change made in ServiceNow and therefore reflects done.
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