Create a Salesforce CRM integration

IT Asset Management > <a class="link" href="https://docs.servicenow.com/bundle/xanadu-it-asset-management/page/product/software-asset-management2/concept/c_SoftwareAssetMgmt.html" title="The ServiceNow Software Asset Management (SAM) application systematically tracks, evaluates, and manages software licenses, compliance, and optimization. You can reclaim unused software rights, purchase new software rights, and manage allocations for entitlements.">Software Asset Management > <a class="link" href="https://docs.servicenow.com/bundle/xanadu-it-asset-management/page/product/software-asset-management2/concept/sam-subscription-management.html" title="SaaS License Management helps organizations track and control cloud-based applications and service subscriptions as part of Software Asset Management (SAM). It promotes ownership, visibility, agility, and accountability, enabling better cost control and efficient use of resources.">SaaS License Management >

Integrate your ServiceNow instance with the Salesforce customer relationship management (CRM) services to track your software subscriptions and to reclaim unused licenses by using the guided walk-through playbook.

Role required: Salesforce admin, sam_admin

Create the Salesforce CRM integration only in the Global scope.

Note: The Client Credentials grant type is supported in Software Asset Management - SaaS License Management (sn_sam_saas_int) 14.1.0, Salesforce CRM application 1.1.9, and Salesforce CRM Spoke 2.4.0 version onwards.

From your ServiceNow instance, navigate to Software Asset Workspace > Software asset analytics . Select Create direct integration . In the list of supported integrations, select Salesforce CRM . Register the Salesforce application through the Salesforce admin portal. For more information, see Register a Salesforce application . Select Register a Salesforce application in the side pane. Complete the tasks in the Salesforce application. Select each check box as you complete each step. Select Mark Complete .

Create an integration profile to track software subscriptions and optimize licensing. Select Profile details in the left pane. On the form, fill in the fields, Table 1. Profile Details Field Description Display name Name of the integration profile to identify uniquely the organization for which you’re creating the profile. Status Status of the integration profile. If you have not published the integration profile, this field is automatically set to Draft . If you have already published the integration profile, this field is automatically set to Published . Profile type Type of integration profile. This value is automatically set to Salesforce CRM . Download subscription subflow The value must be set to Salesforce CRM Download Subscriptions . Reclaim subscription subflow The value must be set to Salesforce CRM Reclaim Subscription .

Save your data. To save your data without continuing the integration, select Save . To save your data and continue the integration, select Mark Complete .

Create a connection and credential in the ServiceNow Classic interface. Select Connection and credential in the left pane. Open the connection & credential aliases record by selecting the preview icon ( ) next to the Connection & Credential field. Select Continue . Select the Create New Connection & Credential link. On the form, fill in the fields. Table 2. Create Connection and Credential Field Description Connection information Connection Name Name of the connection to identify uniquely the Salesforce organization for which you’re creating this connection and credential. Connection URL (Instance URL) URL that displays after logging in to Salesforce , which is the custom domain URL of Salesforce . Credential information Grant type The grant type for your application according to your authentication needs. Possible values are: Authorization Code Client Credentials OAuth Client ID Client ID (consumer key) assigned to your Salesforce application. OAuth Client Secret Client secret (consumer secret) assigned to your Salesforce application. OAuth Redirect URL URL of the OAuth provider that users are redirected to after authentication. This is generally the URL of the ServiceNow instance that you specified while registering a Salesforce application in Step 4 .

Select Create and Get OAuth Token . In the OAuth2 authentication dialog box, log in to the same Salesforce admin account that you used to create your Salesforce application. If you have selected Client Credentials as the grant type, the OAuth2 dialog box doesn't appear.

Your ServiceNow instance creates an OAuth token for Salesforce . Select Mark Complete .

The integration profile uses the Salesforce CRM Download Subscriptions and Salesforce CRM Reclaim Subscription subflows to retrieve user data from your Salesforce CRM services.

Optional: Create a child alias and an extra integration profile. The child alias uniquely identifies the connection and credentials for this additional integration profile.

The first Salesforce CRM integration profile that you create uses the default (parent) connection and credential alias for Salesforce . Each additional Salesforce CRM integration profile that you create requires a unique child alias that helps differentiate the connection and credentials between each integration profile.

Note: The application scope must be set to Salesforce Spoke .

Select Connect to additional Salesforce org (Optional) in the left pane. Open the connection & credential aliases record by selecting the preview icon ( ) next to the Connection & Credential field. The display redirects to the ServiceNow Classic interface where you can configure the child alias. In the Child Aliases tab, select New . Enter a name for the child alias in the Connection and Credential Aliases form. Select Submit . After the form reloads, you can see the newly created child alias in the Child Aliases list. Select the Create New Connection & Credential related link to create multiple connections. Follow the same steps as for creating the parent connection. Select Mark Complete after you have completed the steps and select all the check boxes in the Playbook view.

Review the required fields before publishing the integration profile. Select Review and Publish in the left pane. Review the details of the integration profile. Optional: In the Connection & Credential field, select the preview icon ( ) to locate and select the child alias that you created in Step 7 . Selecting the child alias associates the additional integration profile with the child alias. Your ServiceNow instance uses this alias to identify the connection and credentials for this integration profile. Select Save if you want to publish the integration profile later. Select Mark Complete .

Select Publish to publish the integration profile. Optional: Verify whether the status of all scheduled job results is complete.

After the integration is published successfully, you’re redirected to the record page. You can view the details of the integration profile, associated software models, triggered scheduled jobs, scheduled job results, and unrecognized subscription identifier.

Parent Topic: Playbook for SaaS integrations