Integrating ServiceNow with Zoho CRM: FAIRCHANCE

When combined, the robust platforms of Integrating ServiceNow with Zoho CRM can greatly improve your company’s capacity to handle client relationships and service provision. ServiceNow is recognized for its IT service management (ITSM) features, whereas Zoho CRM is a prominent customer relationship management platform used by sales and marketing departments.

The advantages of integrating ServiceNow with Zoho CRM will be discussed in this article, along with how to accomplish this using Zoho’s proprietary scripting language, Deluge (Data Enriched Language for the Universal Grid Environment).

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Benefits of Integrating ServiceNow with Zoho CRM

The Integrating ServiceNow with Zoho CRM brings together the power of customer relationship management with the efficiency of IT service management. Below are some of the key benefits:

Unified Customer Data: By syncing data between Zoho CRM and ServiceNow, businesses can maintain a single source of truth. This allows customer-facing teams to have real-time access to service tickets, incidents, and other IT-related issues directly within their CRM.
Improved Customer Experience: When CRM users have visibility into the service issues that customers face, they can respond more quickly and appropriately. ServiceNow’s ticketing system can be linked with Zoho CRM, providing a 360-degree view of customer interactions and problems.
Increased Efficiency: The integration automates workflows, allowing for automatic ticket creation in ServiceNow from Zoho CRM and vice versa. This reduces manual data entry and the possibility of human errors.
Better Decision Making: With all service and customer data in one place, teams can make more informed decisions based on up-to-date information, such as service level agreements (SLAs), open tickets, or customer satisfaction.

How to Integrate ServiceNow with Zoho CRM

There are multiple ways to integrate these platforms, but for simplicity, we’ll focus on using Deluge script (Zoho’s scripting language) to push data between Zoho CRM and ServiceNow.

Here’s a step-by-step guide to integrating Zoho CRM with ServiceNow via Deluge.

Step 1: Create ServiceNow API Credentials

Generate a ServiceNow API token to authenticate API calls from Zoho CRM.
Go to the ServiceNow Developer portal and create an API client. Note down the client ID and secret, as you will need these for the integration.

Step 2: Set Up Webhooks in Zoho CRM

Go to Zoho CRM and navigate to Settings > Developer Space > Functions.
Create a new function that will be triggered based on events in Zoho CRM, such as when a new deal is closed or a new ticket is raised.
This function will contain the Deluge script for making HTTP requests to ServiceNow’s REST API.

Step 3: Write Deluge Code to Make API Calls to ServiceNow

Now, let’s write a simple Deluge script that sends a request to ServiceNow’s Incident API whenever a new case is created in Zoho CRM.

Here’s an example of the Deluge script:

deluge

// Get details of the newly created case in Zoho CRM

case_name = input.Case_Name;

case_description = input.Description;

contact_email = input.Contact_Email;

priority = input.Priority;

// Define ServiceNow API endpoint and authentication details
serviceNow_url = “https://<instance>.service-now.com/api/now/table/incident”;
username = “<ServiceNow_Username>”;
password = “<ServiceNow_Password>”;
auth = base64encode(username + “:” + password);// Set headers for the API request
headers = map();
headers.put(“Authorization”, “Basic ” + auth);
headers.put(“Content-Type”, “application/json”);

// Create the payload for the incident creation in ServiceNow
payload = map();
payload.put(“short_description”, case_name);
payload.put(“description”, case_description);
payload.put(“contact_email”, contact_email);
payload.put(“priority”, priority);

// Make the API call to ServiceNow to create an incident
response = post(serviceNow_url, payload.toString(), headers);

// Check the response and take appropriate action
if(response.get(“status”) == “success”) {
info “Incident created successfully in ServiceNow.”;
} else {
info “Error creating incident in ServiceNow: ” + response.get(“error_message”);
}

Explanation of the Code

Input Parameters: We’re extracting case details such as name, description, and priority from the Zoho CRM case object.
ServiceNow API URL: This is the endpoint for creating incidents in ServiceNow. You’ll need to replace <instance> with your ServiceNow instance name.
Authentication: We use basic authentication by base64-encoding the ServiceNow username and password.
API Call: The post method sends a JSON payload to the ServiceNow API, which contains the information for the new incident.
Error Handling: Based on the response, we can log success or error messages.

Step 4: Trigger the Function in Zoho CRM

Now that the function is created, set it to trigger on specific events. For example:

Case Created: When a new case is created in Zoho CRM, the function will run and create an incident in ServiceNow.

To do this:

Go to Settings > Automation > Workflow Rules in Zoho CRM.
Create a workflow rule that triggers on New Case Creation.
Select the custom function you created to execute.

FAQs

1. Can I Integrating ServiceNow with Zoho CRM without using Deluge?

Yes, you can integrate ServiceNow with Zoho CRM using third-party integration tools like Zapier, Integromat, or Zoho Flow. These tools allow you to connect various applications without requiring coding skills.

2. What type of data can be synchronized between ServiceNow and Zoho CRM?

You can sync a variety of data such as:

Incident tickets (from ServiceNow to Zoho CRM)
Customer contact details
Case information (from Zoho CRM to ServiceNow)
Service requests and approvals

3. How secure is the integration between Zoho CRM and ServiceNow?

Both Zoho CRM and ServiceNow provide strong security features like OAuth authentication, SSL encryption, and role-based access control (RBAC) to ensure that your data is secure during the integration process.

4. Is there any limit to the number of API calls I can make?

Yes, both Zoho CRM and ServiceNow have rate limits for their APIs. Zoho CRM’s API has a limit of 1,000 API calls per day for each organization on the standard plan, while ServiceNow’s limits depend on the subscription plan.

5. What other actions can I automate between Zoho CRM and ServiceNow?

In addition to creating incidents, you can automate the following tasks:

Updating ticket statuses in ServiceNow based on CRM data
Creating or updating customer records in Zoho CRM based on service requests or incidents in ServiceNow
Automatically sending notifications when a high-priority issue is created

Conclusion

Integrating ServiceNow with Zoho CRM provides your organization with a comprehensive solution for managing both customer relationships and IT service delivery.

Your teams will always be working with the most recent data if you use Deluge scripting to effortlessly transmit data across the two platforms. Processes are streamlined, customer satisfaction is raised, and operational efficiency is increased because to the integration.

You may start automating your ServiceNow and Zoho CRM workflows by following the instructions in this tutorial, which will improve the responsiveness and smoothness of your business operations.

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Integrating ServiceNow with Zoho CRM: FAIRCHANCE FOR CRM

Benefits of Integrating ServiceNow with Zoho CRM