Quickly and easily send case information from Salesforce.com to Microsoft’s Azure DevOps (formerly VSTS).
The most common scenario is the escalation of bugs or issues that require development resources to fix. You can search Azure DevOps, link cases to existing work items or "send cases" to Azure DevOps where a new work item is automatically created. Once development completes the work, Salesforce.com cases are synchronized with key Azure DevOps work item information --- complete with CRM update notifications.
Salesforce.com Service Cloud case (ticket) is ready to escalate to development. This could be a bug, feature enhancement or a task the dev team needs to complete. The goal is to automatically create a new work item in ADO --- eliminating data re-entry and streamlining the interdepartmental process.
Before escalating to development, you can search and link to existing ADO work item. This eliminates duplication and helps support “many to one” (i.e., cases to work items) scenarios. For example, a pervasive bug reported several times will generate many cases, but only requires a single work item for dev to take action.
Having succefully escalated to dev (i.e., sent case to ADO), case fields are automatically populated and updated. Cases can be escalated at the click of a button or automatically based on a field value. Super fast and efficient!
Any field, native or custom, can be mapped from Salesforce to populate ADO. Fields can also be mapped to flow from ADO to Salesforce. Using “quick map”, core fields are setup automatically. It can’t be easier!
Attachments, fields, and comments easily flow bi-directionally. Notice the status change on the ADO work item. You can expect that to automatically update the Salesforce case. Let’s see…
Notice the ADO status field (and any to the mapped field) is automatically updated. Case owners are automatically notified and free to drill down for even more ADO work item details --- all from with Salesforce!
We were looking to improve customer support, communication and response time --- what we found was much more!
Seeing is believing. Sign-up for a free trial and kick the tires at no cost. By integrating Salesforce.com and Azure DevOps, you can:
