Here are some ways Salesforce and ServiceNow can work together:

1. Integration for Customer Support: Organizations can integrate Salesforce Service Cloud (Salesforce’s customer service platform) with ServiceNow’s ITSM capabilities to provide seamless customer support. When a customer raises a support request in Salesforce, the integration can automatically create an incident or service request in ServiceNow for IT teams to address. This ensures that customer issues are promptly addressed and resolved.

2. Asset and Inventory Management: ServiceNow’s IT asset management capabilities can be integrated with Salesforce to provide a comprehensive view of customer assets and inventory. This can be particularly valuable for companies that provide IT services and support to their customers. It helps in tracking customer assets, managing warranties, and ensuring that customer support teams have accurate asset information.

3. Knowledge Sharing: ServiceNow’s knowledge management system can be integrated with Salesforce Service Cloud to ensure that customer support agents have access to a centralized knowledge base. This knowledge base can include information on both IT-related issues (handled by ServiceNow) and customer-related inquiries (managed in Salesforce).

4. Incident to Case Conversion: When an IT incident reported in ServiceNow is identified as a customer issue that requires follow-up or resolution in Salesforce, integration can facilitate the smooth conversion of the incident into a Salesforce case. This ensures that customer service teams have visibility into IT-related incidents affecting customers.

5. Reporting and Analytics: Integration between Salesforce and ServiceNow can enable organizations to consolidate data from both platforms for comprehensive reporting and analytics. This can help in gaining insights into customer support performance, incident resolution times, and customer satisfaction.

6. Workflow Automation: Automation can be applied to workflows that span both Salesforce and ServiceNow. For example, when a customer order in Salesforce requires provisioning of IT services or equipment, the integration can trigger automated processes in ServiceNow for fulfillment and tracking.

7. User Access Management: Integration can ensure that user access and permissions are synchronized between Salesforce and ServiceNow, enhancing security and user management processes.

8. Compliance and Audit Trail: Integration can assist in maintaining compliance by ensuring that relevant information and activities in both Salesforce and ServiceNow are tracked, documented, and audited as needed.

9. Customer 360 View: By integrating Salesforce and ServiceNow, organizations can create a more complete “Customer 360” view that includes information on customer interactions, support requests, IT assets, and service history.