Introduction to Synchronize Salesforce Cases with ServiceNow Incidents recipe

When a case is created or updated in Salesforce, a Salesforce platform event triggers the process. The process checks whether the case contact or case owner matches with the email of the user in ServiceNow. If the user does not exist, the process creates a user in ServiceNow and assigns it as a caller to the ServiceNow incident. The process then searches for a matching incident in ServiceNow by description and creates or updates the incident based on the search results without manual intervention.

With this recipe, you can synchronize Salesforce cases with ServiceNow incidents without any manual intervention.

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.