How to Connect Salesforce and ServiceNow with a Configurable, No-Code 2-Way Flow

Published in IT and IT Management on 22/07/2024, last updated 06/09/2024.

This guide will show you how to connect Salesforce objects to ServiceNow records with a no-code, yet fully configurable workflow. You don’t need script, spokes or coding knowledge to configure this 2-way integration with real-time updates. All you need is an account in Salesforce and ServiceNow with permission to create and edit records and objects. Unito’s 2-way integration enables you to sync any ServiceNow records or Salesforce objects, but for the sake of simplicity, we’ll stick to an ITSM use case. So follow along for instructions on how to sync Salesforce cases with ServiceNow incidents.

Here’s how it works:

Setup in ServiceNow

In order to sync ServiceNow records, you must connect to Unito with a ServiceNow account that has CRUD rights (create, read, update and delete) for the records and tables you plan on syncing.

For example, if this is an ITSM use case, you’ll need an account with the ITIL role in ServiceNow. If you’re not an admin, you can ask your IT department’s ServiceNow admin to create a service account for you with the right permissions.

Connecting ServiceNow to Unito for the first time

You’ll need a ServiceNow admin to connect your account to Unito. From there, you’ll have two options: connecting by OAuth 2.0 or with your username and password. Here’s our guide to connecting by OAuth 2.0.

Make sure to have on-hand the following information:

ServiceNow Domain URL: https://INSTANCENAME.service-now.com
OAuth 2.0: An OAuth Client ID and Secret
Username: Your ServiceNow username and password

Connect to Unito with a new ServiceNow account

Some ServiceNow instances require newly created users to change their password immediately upon login. If you’re using a new ServiceNow account to connect Unito, this can disrupt the authentication process by the forced password change.

Make sure that account has CRUD access to the same records and tables you plan on syncing.

Here’s how to set up a service account with the right permissions (click to expand):

You’ll also need to disable the Password reset flag on any new account or reset the password before connecting to Unito.

Solution: Disable password reset flag (click to expand)

Log in to your ServiceNow instance as an administrator.
Navigate to the User Administration > Users section.
Locate the user account that you’ll be using for the Unito integration.
On the user record, set Password needs reset to false.
Save the changes.

Step 1. Connect ServiceNow and Salesforce to Unito

Sign up for Unito if you haven’t already!
Navigate to the Unito App and select +Create Flow.
Select Start Here to connect ServiceNow and Salesforce.
Then +Choose account for each tool and complete the authorization process.
Select a specific type of Salesforce object to include in your flow.
Click Confirm.

Screenshot of the Unito flow builder connecting Salesforce and ServiceNow

Choose a Salesforce object to sync

Unito can support any Salesforce object including standard and custom objects. But each flow can only sync one object at a time (e.g., tasks, cases, opportunities, etc.). In our demo, we’ve chosen cases – so all Salesforce records of that object type will sync to ServiceNow as newly created incidents.

Here’s more information about connecting tools to Unito for the first time.

Step 2. Pick a flow direction for new objects and records

Your Unito flow automatically creates new ServiceNow records and Salesforce objects in one instance whenever someone in your organization manually adds records or objects in the other connected instance.

Select a flow direction with one of the three directional arrows to indicate: from Salesforce to ServiceNow ServiceNow to Salesforce, or both.

Screenshot of the Unito flow builder setting a flow direction to create new objects and records in Salesforce and ServiceNow — This 2-way flow will automatically create new Salesforce objects based on ServiceNow records, and new ServiceNow records based on Salesforce objects.

Select Confirm when you’ve chosen a flow direction.

Learn more about flow direction.

Step 3. Set rules to keep specific records and objects in sync

Rules allow us to decide whether or not to filter out specific Salesforce objects or ServiceNow records from syncing to our other tool.

Select Add a new rule to begin setting your rules.

Set rules in Unito to sync Salesforce and ServiceNow in a 2-way integration — In this example, any Salesforce case created after July 22, 2024 with the custom field ServiceNow Assignment Group set to Product, will tell Unito to create a matching incident in ServiceNow.

If you chose a 2-way flow direction in the previous step, you’ll need to set two pairs of rules: one for each direction.

In this example, any Servicenow incident created after July 22, 2024 with the Category set to Database, will tell Unito to create a matching case in Salesforce.

Find out more about setting rules. Here’s information about Unito’s default rules.

Step 4. Configure fields between Salesforce and ServiceNow

Next, you can set individual relationships between fields in Salesforce and ServiceNow. Most fields can be assigned their own sync direction which determines how real-time updates occur.

But first, you can select Map automatically to begin your field mapping table with a prebuilt template.

Unito's auto mapping table for fields — Since virtually every field in Salesforce and ServiceNow can be customized, you’ll most likely need to set up the majority of your field mapping table yourself.

How to add field mappings in Unito

Click + Add mapping to add additional fields to be synced.
Then, Select a field for each tool, and find the appropriate field to map.

Here is our demo’s completed set of field mappings:

Configuring fields to sync Salesforce cases to ServiceNow incidents with Unito's 2-way integration — Each pair of fields can have its own sync direction. This manages conflict resolution easily by setting a source and destination for all updates. In the case of 2-way updates, the most recent change will take effect.

Configuring field values in Salesforce and ServiceNow

A gear icon beside a pair of fields indicates more options for configuration. Usually that includes choice, list, or picklist fields in Salesforce and ServiceNow.

In the example below, clicking +Add more Case Origin & Channel allows us to include the multiple options available in each field and match them in the other tool.

Configuring field values between ServiceNow and Salesforce with Unito — In this case, if the ServiceNow channel changes from self-service to virtual agent, it will remain “web” in Salesforce. But if “email” in Salesforce changes to “web” it will always become “virtual agent” since that option appears first between the two values.

NOTE: If you’re syncing statuses, be sure to add every relevant status option for your Smartsheet row and Salesforce records. Here’s an overview of status syncing in Unito.

Click Confirm when you’re satisfied with your field mappings to proceed.

Learn more about Field Mappings

Step 5. Launch your Salesforce ServiceNow integration

The only thing left to do is decide whether or not to sync historical work items. You can make this decision from your flow’s overview page, or edit your rules as mentioned above.

And that’s it! You’ve just completed a flow between Salesforce and ServiceNow. Congratulations!

If you’ve followed the steps above, your flow will now: