Salesforce – Cherwell Integration

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Data Types: Incidents / Change requests / Custom records

Salesforce (Case) Cherwell (Incident)

Salesforce (Case)Cherwell (Changes)

Salesforce – Cherwell Integration Use Case

Your team uses Salesforce as a main CRM system. They need, however, to sync Cases with the teams who use Cherwell. In such a scenario, ZigiOps steps in and handles the integration between the two software tools to achieve it. In cases when the main ITSM system happens to be Cherwell, aligning with the teams that use Salesforce is also possible.

A Case is created in Salesforce. ZigiOps steps in and picks it up. This happens at a pre-defined interval. Once ZigiOps fetches the Case, it then creates a related Incident/Change in Cherwell’s system. Thanks to the fact that there is control on data filtering, ZigiOps collects only the required Salesforce Cases. The same is valid for field mapping, which defines how ZigiOps reports data to Cherwell. Regular fields, custom fields, lifecycle fields, and comments are all included in the synchronization process between the two systems.

Salesforce’s updates that refer to the Cases already transferred to Cherwell are also collected at a scheduled interval. They are synchronized with the related Incident/Change in Cherwell for regular fields, custom fields, lifecycle fields, and comments.

Updates in Cherwell for Incidents/Changes created in Salesforce are also collected at a pre-defined interval and are synchronized with the related Case in Salesforce for regular fields, custom fields, lifecycle fields, and comments.

Challenges for Salesforce and Cherwell Users

Salesforce is a popular CRM platform. It helps Sales, Marketing, and ITSM teams and business units manage various aspects of the company’s services.

Cherwell is a popular IT Service Management platform that allows service desk teams to manage events, incidents and more.

Modern-day companies oftentimes combine ITSM and CRM tools to ensure better data flow and end-user satisfaction. However, oftentimes, though in the same tech stack, those tools are not synchronized. As a result, miscommunication and data gaps occur.

Integrating Salesforce and Cherwell ensures the seamless real-time transfer of vital information between the two. This eliminates silos and minimizes errors.

How do we solve them?

ZigiOps’ bi-directional integration between both Salesforce and Cherwell significantly enhances the functionalities of both systems.

This allows coherent end-to-end data transfer between them. Synchronize Cases and Comments between the two tools in a matter of a few clicks. Set up your integration and start using it in minutes.

ZigiOps enables customization of any element in accordance with a specific use case. Automate the important process of data transfer and achieve workflow efficiency.

• Poll Azure for new tasks every for 60 seconds
• Transform Azure tasks to Jira tasks based on the mapping
• Create new Jira task in ZigiOps

• Poll Jira tasks every 60 seconds
• Transform Jira task updates to the Azure task based on the mapping
• Update the corresponding Azure task based on the mapping
• Add comment to the Azure task for the new comment of the Jira task if any

• Poll Azure for changes on task item every 60 seconds
• Transform Azure task updates to the Jira task based on the mapping
• Update the corresponding Jira task based on the mapping
• Add Comment to the Jira task for the new comment of the Azure task if any

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