ServiceNow and Service Cloud: Connect service experiences faster

Ahyoung (00:08):
All right. So, here I am in my service console, and let's say a customer called in having an issue with an equipment that they received from us. So, a scanner that we provided them with is not working. So, I'm going to add in the subject there's issues with the equipment, add in the description. "The scanner at the store is not reading the bar codes." And then, I'm going to keep the status as new, adding a contact name, adding the account's name. And then, here you'll notice something. I have an option to sync this case with ServiceNow because I have all the assets from the Accelerator already deployed.

Ahyoung (00:49):
So, I'm going to click this button which means that this case will now get automatically routed to an incident in ServiceNow. So, I'll save this case. And here, I'll notice that the case was created and there is a case ID that was created, and this means that this case ID is a unique identifier that I can use to... That will be used to create the incident within ServiceNow and to make sure that the two are aware of each other's correlation.

Ahyoung (01:24):
So, if I flip over to ServiceNow, I can go into the incidents, go all, and here, if I go into full screen, you'll notice that the case was actually created. The issue with the equipment. If I click on it, I can see all the information about it, like "The scanner at the store is not reading the bar code," which is exactly what we noticed within the Service Cloud incident. And, if we actually show them side by side, the case ID that we highlighted ending in AAA is the same one that we see in ServiceNow. Here, you'll notice that I can't change it because this is a unique identifier that has already been pre-created. Awesome. So, the integration worked and it worked in real time.

Ahyoung (02:14):
But, what if I were to make some changes to this ServiceNow incident? Let's take an example of that. And, here I'll say, "This is a known issue. It was resolved a long time ago, so don't worry about it." I'll add that comment and in addition to that, I'll change this date to closed. Let's update that and see if that actually populates within Service Cloud. So, if I go back up, full size this and refresh this, ta da. Now, I see that the case is closed, which is coming in in real time from ServiceNow and I'll notice the external comment that I added populating here as well. "This is a known issue and it is resolved."

Ahyoung (03:03):
As you saw, using the assets from the Accelerator, we were able to create quick and easy integrations following the API-led approach that empower the service agents to be able to fully service the needs of the customer. Now, how do we know that this integration is actually working in something that's deployed? Well, let's flip over to Anypoint Platform's Visualizer and you'll actually notice that these assets are all deployed and connected with each other. Very similar to the API-led feed that we showed you guys earlier, you'll notice that we have API segmented by experience, process and system layers. And, the use case that we just covered, which is taking information from Salesforce into ServiceNow and ServiceNow into Service Cloud is all working in here and these blue buttons essentially let you know everything is working properly.

Ahyoung (03:53):
So, how do you actually access the MuleSoft Accelerator for Salesforce Clouds? Good question. There's a few different ways. So, if you are new to MuleSoft and just want to check it out, you can actually go to our public domain, which is mulesoft.com/exchange and the MuleSoft Accelerator for Salesforce Clouds is actually on the top tile for you to check out. If you are an existing MuleSoft customer or if you're interested in trying us out, you can actually go to anypoint.mulesoft.com, sign up for a trial account and you can head over to Anypoint Exchange. And, from here, you should be able to go into the provided by MuleSoft tab, in which you'll find all the connectors, templates, examples, policy and all the goodness that MuleSoft provides.

Ahyoung (04:40):
Specifically for the Accelerator, you can actually search for it or you can find it in the tile. If we click on it, you'll be able to find all the detailed information that I covered during my section, but in addition to that, you'll be able to actually start accessing the assets or the resources that we'll provide you with. The first place that you should start is exactly here. There's two specific resources that I want you guys to take a look at. The setup guide, which actually gives you all the configuration details that you need to consider for Mule, for Studio, for the endpoints, et cetera. So, definitely take a look here.

Ahyoung (05:19):
Something else that is really important to take a look at is the reference architecture and this is really important because this is the one stop shop to learn everything about the solution itself. So, here you'll find the index that gets you into the right information, the introduction, the functional view, approach and methodology, a high level overview of the specific use cases, a detailed view of the API-led view, inclusive of the messages and the Anypoint MQ usage. If you go down, it'll go into the specific use cases as well and it includes the workflow and the sequence diagram, which I'm sure you guys will need as you're getting started with it, the various systems that are involved.

Ahyoung (06:03):
Here's a view into the lightning web component that we're providing, which is modifiable but gives you a really good place to start. So, here we'll give you the full view of the information that you need, the components, and we'll go through each of the use cases as well. If we scroll to the very bottom, it'll also include information about the common services that we talked about before, which are non-functional requirements or specific assets that you can use regardless of the use case, whether you're using the MuleSoft Accelerator for Salesforce or you just want to use it for any other use case that you have going on right now.

Ahyoung (06:43):
So, it's inclusive of an API template, which provides all the best practices baked in so that you can modify it. It has a locking service and some code that you can modify, the notification service for sending SMS through Twilio or email, through your email system API. And, a scheduling service which is a commons service that you can use to manage all the various schedules for your various implementations or Mule applications. This is exactly why I say this is the one stop shop or the place that you should start in terms of the solution and getting familiar with it.

Ahyoung (07:23):
Here, going back to the Exchange page, as you can see, all these assets are available for you to download and use right away. So, the common components are listed here and these are things that you likely want to start with. But as you're actually installing and using the common components, you can see assets that are specifically catered to Commerce Cloud and Service Cloud as well. So, we have the API definitions or the RAML definition for the various system process and experience APIs. And, in addition to that, the implementation templates that you can take a look at.

Ahyoung (07:57):
The RAML definition, you can look directly within MuleSoft's Exchange. You can take a look at the description. But in addition to that, you can also view the code directly within API designer, within Exchange as well. Here, you'll see that it's only read-only mode, but it'll give you a view into what you're looking at and the dependencies which have all the various fragments that we're using. And, if you want to modify it, all you have to do is bring it into API Designer and you can get started in no time.

Ahyoung (08:28):
So, that is a very quick overview of what is provided as part of the Accelerator, but hopefully after this session, you guys will have a chance to go into Exchange, check out the assets. And, as you check it out, please leave us your comments and reviews. We would love to hear from you. So, come in here and add a rating, title and description, whether it's things you like or things you'd like to see improved. We would love to hear from you so that we can continue to iterate on these assets.