Salesforce Service Cloud and Jira Integration: What to Expect from an Optimum Connector?
89% of business buyers say they expect companies to understand their unique needs and expectations.
From personalized marketing journeys to providing top-notch service experience and to better understanding a customer’s unique needs, the expectations of business buyers are at an all-time high.
How can one win business then?
There’s no other option but to meet buyer expectations and even exceed them.
The same applies to Salesforce Service Cloud and Jira integration.
A connector to integrate both Salesforce and Jira should be able to adapt to your unique business needs, workflows, and processes.
Apart from that, what should one expect from Salesforce Service Cloud and Jira integration?
Primarily, the integration is carried out to close the feedback loop between two of the core teams within an organization – Customer Support and Product/Engineering teams.
Support teams frequently receive cases that they can’t provide a resolution to on their own and need technical assistance from the product/engineering team. And then begins the process of case escalations, which is time-consuming and delays the case resolution.
Thereby, it affects the customers’ experience. So, the integration comes as a way out to cut the time that goes into case escalations and follow-ups.
Based on our customers’ feedback, we’ve compiled this blog post explaining the use cases that most of them expect in a Salesforce & Jira connector.
Don’t forget to check out: Integrating Salesforce Service Cloud and Jira
Let’s take a detailed look at each one of them:
Create a new Jira issue
Support reps, more often than not, need technical assistance from the product/engineering team to close a case. The connector should enable easy creation of the Jira issue right from the Service Cloud instance (without the need of switching to Jira).
Link/Unlink a Salesforce case with existing Jira issue
Many customer cases that come to the support team are identical. So, it can save the time of support reps if the connector can allow linking of those cases with an existing Jira issue. Also, the connector should allow unlinking in case if required due to any kind of circumstance.
Sync attachments and comments
If a customer attaches a media file to help support reps understand an issue better. And for the clarity of the issue to the product team, attachments and comments should be synced to Jira as well.
Updating Jira issue from Salesforce
If a support agent updates some information on a case, the same change should reflect on the Jira side as well. The connector should allow the bidirectional syncing of information in real-time.
Tracking updates from Jira
Every support person actively tracks the status of Jira issues. The connector should facilitate support reps to do so from Service Cloud itself.
Search for a Jira issue while escalating a caseBefore creating an issue, the connector should enable support reps to search for the related Jira issues. If not found, they can create a new issue else link to similar existing issues.
Clone a Jira issue
Frequently, there are issues that are almost similar but minimal changes are required. In those scenarios, a connector should enable to clone, modify, and create a new case thus, saving on time.
The above-mentioned use cases are just basic use cases that one should expect from a Salesforce and Jira connector.
Other than these, use cases also vary for every business based on their unique needs and processes.
That is despite the fact that even Sinergify’s standard package comes with more use cases than one can possibly expect from a connector for Salesforce and Jira integration.
Blog Resource: Sinergify