Two-way Salesforce ServiceNow Integration

Exalate is a flexible, AI-powered integration platform that enables bidirectional sync between Salesforce and ServiceNow. It lets your sales and IT teams collaborate in their preferred tools while automatically sharing incidents, cases, opportunities, comments, and custom fields in real time. With Exalate, you control exactly what data syncs and how, using Groovy-based scripts or AI-assisted configuration through Aida.

You can sync any Salesforce object with any ServiceNow entity available via REST APIs. Common sync scenarios include Salesforce cases to ServiceNow incidents, accounts to companies, contacts to users, and opportunities to custom records. Supported fields include custom fields, descriptions, comments, attachments, priorities, states, and any other data your workflow requires.

Setting up takes the following steps: Register your account on exalate.app, connect your instances, configure your sync rules with a side-by-side view (what data flows in each direction), and set up triggers to automate synchronization. You can directly configure sync rules by writing scripts yourself or use Aida’s AI assistance to make your task simpler. 

Yes, Exalate supports both unidirectional and bidirectional synchronization. You can configure one-way sync where data flows only from Salesforce to ServiceNow (or vice versa), or set up true two-way sync where changes on either side automatically update the other. Each direction is controlled independently, so you decide exactly what information flows where.

Yes, you can set up custom triggers using native query languages from each platform. Use Salesforce Object Query Language (SOQL) or ServiceNow’s advanced search syntax. For example, sync only high-priority incidents, cases from specific accounts, or records matching custom criteria. Triggers automate your workflow so syncs happen instantly when conditions are met, eliminating manual intervention and ensuring real-time updates.

Exalate uses outcome-based pricing, where you pay for active items currently in sync between your systems. Plans start with a free trial, then scale based on your sync volume and feature requirements. Each integration (e.g., Salesforce to ServiceNow) requires its own plan. Check out Exalate’s pricing here or estimate your costs here. 

Exalate protects your data using JWT access tokens, HTTPS with TLS 1.2 and 1.3 encryption, role-based access controls, and multi-factor authentication. The platform is ISO 27001 certified. Each side of your integration maintains independent control over what data is shared, so you never need to expose admin credentials or confidential information to external parties.

Learn more about Exalate’s security posture at the Trust Center. 

Yes, Exalate supports multi-node setups where you can connect one Salesforce org to multiple ServiceNow instances, or vice versa. This is useful for organizations with regional ServiceNow deployments, separate environments for different business units, or cross-company integrations with partners who use ServiceNow.

ServiceNow Integration Hub offers native spokes and pre-built templates, but requires advanced coding for customization and only pulls data into ServiceNow. Exalate provides true bidirectional sync with script-based flexibility, works from either system’s interface, and offers AI assistance through Aida. ServiceNow IntegrationHub also works well for systems already in the ServiceNow ecosystem, so you cannot go beyond that. Pricing for IntegrationHub is also a concern, because you end up paying for spokes you might not even use. 

Template-based tools like Unito offer a simpler setup but lock you into predefined field mappings and basic logic. Exalate’s script-based approach handles any custom workflow. With Aida’s AI assistance and the unified console, you get comparable operational simplicity while retaining full flexibility for complex requirements that template tools can’t handle.

Yes, Exalate offers a free 30-day trial with full access to Script Mode features. You can test your specific Salesforce ServiceNow sync scenarios, experiment with triggers and field mappings, and validate that Exalate meets your requirements, all before committing to a paid plan.

Basic integrations can run within 30 minutes using Exalate’s ramp-up-based flow. For custom sync scenarios with specific field mappings and triggers, expect 1-2 hours with Aida’s AI-assisted scripting. Complex enterprise deployments with multiple connections and advanced logic typically take a few days. The Test Run feature let you iterate quickly without risking production data.

Yes, you can sync Salesforce opportunities to any ServiceNow entity, such as incidents, change requests, or custom records. Common scenarios include syncing opportunity data to track related technical requests, sharing deal information with implementation teams, or creating ServiceNow tasks when opportunities reach specific stages. You control which opportunity fields sync and what triggers the synchronization.