Salesforce is an online, web-based CRM service from Salesforce.com (SFDC) that captures and organizes communications and information from current or prospective customers of a company. Since CRM is an area of concern for Software Development companies as well, it is beneficial to have Salesforce integrated with other tools in the development chain. Salesforce has evolved over the years and now it provides the force.com platform where customers can create and maintain their own applications.
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Kovair Support for Salesforce Integration
‘Kovair Salesforce Integration Adapter’allows customers to connect their Salesforce application or custom force.com applications to other on-premise or cloud applications like Issue Management and HelpDesk applications, such as JIRA, Remedy, ServiceNow and ClearQuest. Once Salesforce is connected with these Issue Management and HelpDesk applications, Salesforce artifacts like cases and tickets become accessible to these applications. Also, the integration is bi-directional, hence the updates are synchronized back to Salesforce in real time and the Support personnel are always aware about ticket/case progress. The integration between Salesforce and other tools is achieved by means of Kovair’s vendor-neutral ALM platform — Kovair Omnibus Integration Platform — and tool-specific adapters, as shown in the following figure:
- Allows you to process cases and tickets in Salesforce through automated workflows in other integrated ALM tools like JIRA and ClearQuest.
- Allows Salesforce users to obtain real-time status of their issues that are pending with their IT service providers, without having to leave their familiar Salesforce interface.
- Helps the Support Team provide faster, better support to customers.
- Provides full visibility into customer’s lifecycle. Establishes bi-directional synchronization between Salesforce and other integrated tools.
- Ensures cross-tool traceability and visibility. Automates and standardizes business processes.
- All SFDC elements like standard objects, custom objects, fields and relationships can be exposed.
- Ability to integrate with any force.com application.
- Bi-directional synchronization of Salesforce artifacts like Cases and Tickets with artifacts in other tools.
- Codeless integration with provision for dynamic mapping of fields.
- Easy-to-use interface for initial and subsequent configurations of the integration environment.
Salesforce Integration Adapter offers the followings:
For any company, the Sales and Support staff are at the frontlines of the business — managing important customer interactions everyday with best of the breed CRM tools like Salesforce. In order to let these teams deliver impeccable customer experience, it is important that they are well connected with the other teams in the organization who are actually doing the work that would please the customers. Kovair Salesforce Integration Adapter establishes this connection by integrating Salesforce with ALM tools that Development and Testing teams use to perform their duties. The convergence between ALM and CRM tools ensures seamless data flow across the cycle: Sales-Services-Development-Testing-Deployment- Support.
Defect submission and tracking is made easy with Salesforce integration. Support staff can submit cases and tickets in Salesforce and have these cases/tickets enter as defects directly into the development backlogs. Furthermore, using search and match capabilities, the Support staff can quickly detect if the Development/Testing team is already aware of defect, thereby reducing the creation of duplicates. Since the integration between Salesforce and defect tracking tools is bi-directional, Salesforce cases automatically reflect development status. This helps the support personnel to remain up to date.
By integrating a CRM tool like Salesforce with multivendor ALM and ITSM tools like Remedy and JIRA, Kovair Salesforce Integration Adapter improves collaboration between Development teams and Customer Support teams to accelerate the correction of customer-reported issues. Customer support personnel can quickly submit defects reported by customers and keep the customers updated about the development status of these defects.
Data Collection and Reporting
Salesforce integration enables collection of actionable metrics and intelligence. This data can be used to produce reports and dashboards using Kovair’s reporting feature.
Every Release of a software product includes several enhancements and bug fixes that must be conveyed to the existing customers so that they are encouraged to switch to the new release. When Salesforce is integrated into the ALM system, Support staff can quickly fetch a list of all Salesforce cases resolved in a Release and update the customers accordingly.
By providing access to detailed customer information, Salesforce integration can help your Support staff deal with customers more effectively than ever before. The ability to keep the customers updated about their ticket status and expedite the issue resolution process can be extremely valuable when trying to satisfy existing customers and win new business. Even the Development teams can prioritize and fix issues based on customers’ importance.
Traceability & Visibility
Kovair Salesforce integration Adapter allows Salesforce users to have complete visibility into customer cases and tickets because it integrates Salesforce with the Issue Tracking systems that are in turn connected to other development tools through Kovair Omnibus. Issues can be traced back to the customers in Salesforce; prioritized as per the business scenarios; and fixed using Development tools. Since Salesforce integration offers bi-directional synchronization between the tickets and cases in Salesforce and the corresponding linked issues in the Issue Tracking systems, the status of fixed issues are immediately updated in Salesforce.
The Cloud Advantage
Kovair’s Salesforce integration allows customers to integrate their Salesforce applications to other cloud based systems in their eco-system.
Example of Salesforce Integration
As shown in the above example, you can integrate the cloud-based application Salesforce with on-premise application (JIRA) so that Tickets in Salesforce are replicated as Issues in JIRA and then passed through automated workflow for Issue Analysis and Resolution. Accordingly, the status and priority of the Issue is updated in JIRA. All the modifications to the Issue in JIRA are replicated in the corresponding Ticket in Salesforce.
Note: The adapter as developed and offered by Kovair follows the subject tool’s standard specifications. Any deviations from the Tool’s typical use pattern may not have been anticipated in our off-the-shelf product. For any customization or special configuration needs, please contact Kovair Sales – firstname.lastname@example.org