Salesforce integration

A real-time ServiceNow ↔ Salesforce integration so support agents see live account context and cases/accounts stay in sync. This uses the Salesforce spoke (outbound) plus a Platform Event/webhook (inbound).

• ServiceNow: admin, IntegrationHub, and the Salesforce spoke from the Store.
• Salesforce: a System Administrator and API access enabled on the profile.
• A Salesforce Connected App for OAuth 2.0.

• In Salesforce Setup → App Manager → New Connected App, enable OAuth Settings.
• Set the callback URL to your instance (https://<instance>.service-now.com/oauth_redirect.do) and scopes api, refresh_token.
• Record the Consumer Key and Consumer Secret.

• Install the Salesforce spoke.
• Create an OAuth 2.0 entity (Authorization Code or JWT bearer for server-to-server) with the consumer key/secret and Salesforce token URL.
• Attach it to the spoke's Connection & Credential alias; use the Salesforce instance URL as the base.

Salesforce Account       ServiceNow (core_company / account)
Name                 ->  name
AccountNumber        ->  u_sfdc_account_number
Industry             ->  u_industry
Id                   ->  u_sfdc_id  (store for correlation)

• Build a flow triggered on a ServiceNow CSM case create/update.
• Use Salesforce → Create/Update Record with a SOQL upsert keyed on u_sfdc_id to avoid duplicates.

• Preferred: create a Platform Event or Change Data Capture in Salesforce and subscribe with the spoke's streaming action.
• Simpler: an Apex trigger + Outbound Message/Named Credential that POSTs to a ServiceNow Scripted REST API on Account change.

// SOQL used by the spoke to pull an account
SELECT Id, Name, AccountNumber, Industry
FROM Account WHERE Id = :sfdcId

• Update an account in Salesforce and confirm the ServiceNow company record updates in near real time.
• Create a case in ServiceNow and confirm it appears/links in Salesforce.
• Bundle in an update set and promote.

• INVALID_SESSION_ID: refresh token expired, re-authorise the OAuth entity.
• Duplicates: your upsert external-id field isn't set, confirm u_sfdc_id mapping.
• API limits: batch high-volume syncs and respect Salesforce API call limits.