Has anyone had experience with the Salesforce.com integration for ISM (preferably 2017.2 or above)? I understand that the standard Salesforce interface provides synchronisation of Contact and Account records. We would like to have the Case/support tickets that are raised in Salesforce to be pushed into ISM and then the status information pushed back into Salesforce. This is to synchronise two Help Desks and means that the agents using Salesforce do not have to leave that app to get status information on Cases that are being worked on by the Agents using ISM. This is very similar to the way that the standard Salesforce integration handles contacts & accounts but for Cases. I assume that we can expand the Salesforce interface so that it can support Cases so I am hoping that someone else has already done this and can provide help or advice. Thanks. Mark
Sorry that it seems no one has the answer to be able to assist you on this yet. Did you manage to get any further information on this? Please share anything you deem useful and the community may be able to offer some help.
If not then please do consider the other ways to engage with us to get assistance: