Consider that the customer support team in your organization uses Salesforce to manage and maintain customer service cases. The IT team uses ServiceNow to manage and maintain incidents reported by customers, partners, and employees. Every time the customer support team creates or updates a customer case, they communicate the relevant case details manually to the IT team. The IT team then verifies whether the case exists as an incident in their database. If the incident does not exist, the team creates an incident manually.
To improve the case and incident management and team collaboration, both teams need immediate access to critical customer data about product issues. In this case, you can use the Synchronize Salesforce Cases with ServiceNow Incidents recipe to simplify team collaboration and reduce the turnaround time for case management.