The Complete Guide to Salesforce Jira Integration
Salesforce and Jira are popular business tools for increasing business productivity and efficiency.
While Salesforce provides a 360-degree view of the customer, Jira enables your support team to track and resolve customer issues.
However, many companies still use these platforms as standalone applications. This creates technology silos that impact business operations.
It affects employee efficiency, and ultimately, hurts the customer experience. Therefore, the key to ensuring that your business thrives is to eliminate silos.
This starts with integrating business-critical tools, such as Salesforce and Jira. In this blog post, we will learn more about the following:
Table of Contents
1. Why You Should Integrate Salesforce and Jira
2. Ways to Integrate Salesforce and Jira
3. How to Choose the Right Tool for Salesforce Jira Integration
4. Why Sinergify is the Preferred Connector for Salesforce Jira Integration
5. How You Can Integrate Salesforce and Jira Using Sinergify
6. Integration Scenarios and Use-Cases for Sinergify
Why You Should Integrate Salesforce and Jira
Salesforce and Jira integration provides real-time visibility to service and engineering teams into each other’s tasks.
With this kind of transparency, coordination between teams improves, communication becomes easier, and customer issues get resolved quickly.
Integration ensures real-time synchronization of critical business information and reduces human error.
Salesforce Jira integration helps teams avoid silos and access accurate and up-to-date data on a constant basis.
Integrating Salesforce and Jira brings numerous benefits to an organization. Here are a few reasons why you should consider integrating the two platforms:
1. Communication and Collaboration
Salesforce Jira Integration enables teams working on customer service and engineering to collaborate effectively.
Service teams are able to easily track customer issues, bugs, or feature requests in Jira, and engineering teams can access customer data directly from Salesforce.
This leads to improved communication and collaboration between teams, which helps you achieve business goals quickly and efficiently.
2. Visibility and Transparency
By integrating Salesforce and Jira, you get a comprehensive view of the customer lifecycle and project progress.
The integration enables you to link customer records in Salesforce with related tasks, issues, and projects in Jira.
This visibility helps teams understand the impact of customer issues on processes, prioritize development efforts, and provide better customer support.
3. Customer Experience
With Salesforce and Jira integration, you are able to bridge the gap between customer-facing and back-end teams.
Service agents are able to create Jira issues directly from Salesforce, ensuring that engineering teams are aware of customer issues and can work to resolve them quickly.
This leads to improved customer satisfaction, which helps you retain customers and grow your business.
For example, you could create a dashboard that shows you the status of all customer issues.
This would enable you to identify and prioritize issues, so that you can resolve them quickly.
4. Workflow Automation
Integrating Salesforce and Jira enables you to automate workflows and processes.
For example, you can set up triggers in Salesforce that automatically create Jira issues when specific conditions are met.
This eliminates the need for manual data entry, reducing error and saving time.
It enables seamless handoff between teams and ensures that critical data is shared consistently between Salesforce and Jira.
5. Data Synchronization and Reporting
Salesforce and Jira integration enables data synchronization between the two platforms.
This means that relevant information such as customer details and support ticket status can be kept up-to-date across systems.
Additionally, you are able to generate comprehensive reports and analytics that combine data from both platforms, providing insight into customer satisfaction, as well as project performance.
Integrating Salesforce and Jira helps align customer service and engineering teams.
This leads to increased efficiency, higher customer satisfaction, and better business outcomes.
Ways to Integrate Salesforce and Jira
1. Via Custom Integration
Custom integration between Salesforce and Jira requires writing code. This is a short-term solution that can be further customized with additional features.
Ultimately, it is limited to facilitating data transfer between Salesforce and Jira.
2. Via a Connector
Businesses prefer connectors over custom integration because the former offer workflow management, scalability, ease of setup, and customization.
Connectors are a long-term solution that integrate Salesforce and Jira, making them a more attractive option than custom integration.
How to Choose the Right Tool for Salesforce Jira Integration
There are plenty of connectors available for Salesforce Jira integration. However, selecting the right one that best suits your needs can be tricky.
To make your decision easier, here are a few factors you’ll want to consider:
a. Bi-Directional Sync: Seamless and secure flow of data between Salesforce and Jira, as well as auto-syncing of attachments and comments
b. Reporting: Tracking the number of cases escalated as Jira issues, with advanced reporting capabilities
c. Search Capabilities: Comprehensive view of the search results page and search option for existing Jira issues
2. Standards Used to Access Data
a. Secure Software Development Life Cycle (SSDLC):
• Framework: Ensuring that the connector is developed in a secure manner.
• Governance & Industry Best Practices: Ensuring that the connector complies with security requirements.
• Tools: Scanning the connector for vulnerabilities.
• Checkpoints: Ensuring that the connector remains secure.
• Support: Support is provided to help you resolve issues you may encounter.
• Services Team: A professional services team is available to help you with out-of-the-box functionalities or customization.
c. Security Certifications:
• Security and Compliance: Security and compliance are essential for securing data, eliminating system vulnerabilities, and ensuring business continuity.
• Security Certifications: The connector has been certified by independent security organizations.
3. Ease of Migration
There should be seamless migration of Salesforce and Jira when using the connector. The migration should be completed in 72 hours or less with zero data loss.
The connector should have clear and upfront pricing. It should be equipped with features that are ready-to-use, without needing additional customization.
5. Technical Support
The connector should provide technical support, including troubleshooting and reassurance that issues will be resolved. Support agents should be available to provide support.
6. Reviews on Platforms Such as Salesforce AppExchange and Atlassian Marketplace
Reviews from customers can help you build trust. They can give you a clear idea of what to expect.
7. Decentralized Integration
The connector should allow decentralized integration. This means it should enable teams to work independently without getting interrupted while data is being passed between them.
8. Flexible and Easily Configurable
Invest in a connector that is flexible, easily configurable, and customizable, and can handle specific use cases.
9. Real-Time Data Sync
You’ll want a tool that provides automatic and real-time data synchronization. This is where Sinergify comes into the picture.
Why Sinergify is the Preferred Connector For Salesforce Jira Integration
Sinergify is a Salesforce Jira integration connector that breaks down silos between customer-facing and back-end teams.
It enables flexible, scalable, secure, and seamless integration of both platforms, so that your teams can collaborate effectively and deliver better results.
Sinergify Over Other Connectors
If your current connector lacks flexibility and scalability, it could impact the data transition process. Issues may arise, such as
• The inability to collect historical data related to integration
• Disruptions to existing workflows during data transition
• Challenges in retrieving data from Salesforce, Jira, or other third-party tools
Sinergify rises to the occasion by enhancing your data transition experience. It includes exclusive features such as:
• Multilingual Support
• Bi-directional Synchronization
• Multiple Jira Linking
• Multiple Object Syncing
How Sinergify Is Different From Other Vendors
a. Easily Configurable: Sinergify offers easy configurability, enabling you to get started in just a few clicks. You can define field mappings and process/rule workflows to tailor the integration according to requirements.
b. No-Code Platform: Sinergify is a no-code platform, therefore, you don’t need technical or coding expertise to use it.
c. Secure: With Sinergify, you can rest assured about the security of your data during the Salesforce Jira integration. There will be no data loss, ensuring smooth and secure integration.
d. Customizable: What sets Sinergify apart is its customizability. You have the flexibility to customize the integration to align with your business needs.
e. Seamless and Two-way Flow of Data: The platform enables a seamless and two-way flow of data between Salesforce and Jira, ensuring that data is synchronized accurately.
f. Available in 18 Languages: Sinergify is available in 18 languages, allowing users from diverse backgrounds to utilize the platform comfortably.
Step 1: Install Sinergify on Salesforce
Log into your Salesforce instance and visit AppExchange to find Sinergify. After logging in, click the ‘App Launcher’ icon above the ‘Quick Find’ search box and click the ‘View All’ option under App Launcher.
This will redirect you to a new page where you can see all applications.
Step 2: Find Sinergify on AppExchange
Click the ‘Visit AppExchange’ button on the extreme right of the ‘All Apps’ page and search for ‘Sinergify’. Hit the ‘Get It Now’ button.
This will redirect you to a new page containing confirmation details.
Read the details carefully. Select the checkbox on the confirmation page and click the ‘Confirm and Install’ button.
Step 3: Mention Required Details
Specify the instance where the application will be installed i.e the production environment or sandbox.
Specify the users for whom Sinergify is to be installed and click ‘Install’.
Wait for the application to install. You’ll be notified via email once it is installed on your system.
Once Sinergify is installed, it will appear in the App Launcher. It is now ready-to-use.
Integration Scenarios and Use-Cases for Sinergify
1. Accelerate Case Resolution: Accelerate case closure by allowing support representatives to directly escalate cases requiring engineering team assistance without having to leave Salesforce. Update cases and monitor progress, resulting in a faster resolution process.
2. Identify and Address Key Issues: Empower your engineering team to enhance issue prioritization. Establish a set of rules that determine the prioritization of issues. Resolve problems according to predefined criteria, streamlining workflows and efficiency.
3. Share Feature Requests With Product Managers: Establish a connection between customers and product developers. Effectively communicate features and product ideas requested by customers, facilitating a streamlined product roadmap aligning with customer preferences. Ensure that valuable insights from customers are considered in product development.
1. Share Product Collateral and Industry Insights: Accelerate the Lead-to-Cash cycle by providing your sales team with collateral. Strategize more effectively, leading to quicker lead closure and enhanced efficiency.
2. Bolster Your Marketing Strategy: Equip your marketing team with insight pertaining to the industry, competitors, and customers by integrating sales and marketing data. Enhance your content strategy, refine collateral and overall marketing message, and make informed marketing decisions.
3. Expedite Issue Resolution With Contracts/Licenses: Accelerate the process of raising issues from your sales team to the legal team. Your sales team may need to re-sign NDAs, contracts, and other legal documents to finalize a sale, necessitating input from the legal team. Enable sales representatives to raise issues within Salesforce, eliminating the need to leave the platform. Simultaneously, your legal team will receive data about the prospect and can verify agreements according to policy, streamlining the overall process.
1. Enable Quick Information Access to Support: Utilize your knowledge-base to promptly offer resolution. Your support representatives can swiftly search and share existing articles or help documents with customers, expediting case closure. Additionally, this process can be automated to save time and effort, enabling agents to access information promptly and respond to customer cases in a timely manner.
2. Enrich Content Quality on Community: Enhance content quality within your knowledge-base. Your support representatives or administrators can assess content on the community and its usefulness. Through this analysis, you can gain valuable insight into what customers are seeking, identify content that may not be performing well, and determine opportunities for improvement. This process allows you to continually optimize and refine the knowledge base to better meet user needs.
3. Make Sure Questions Are Answered: Accelerate case handling by enabling customers to create or escalate a case directly from the community, leading to the creation of a corresponding issue in Jira Service Desk. As a result, your support team can promptly respond to the case from Service Desk, enhancing the average case resolution rate and overall digital experience.
Sinergify, as a Salesforce native platform, empowers you with greater control over the Salesforce aspect of your business.
By utilizing Sinergify, you get the ability to perform custom development and automation tailored to your needs, addressing specific use-cases.
With a team of 200+ certified Salesforce developers and consultants, Grazitti, Sinergify’s parent organization, will support you in implementing your use-cases.
Migrating Your Existing Salesforce and Jira Integration to Sinergify
Moving to a new ecosystem can be intimidating, especially when you’re accustomed to familiar systems and processes.
Ensuring a smooth migration without compromising existing data is of utmost importance.
With Sinergify, migration is swift and efficient, taking only 72 hours or less to complete.
Whether you require a custom integration or a pre-built connector, our team of product experts has streamlined the transition to Sinergify, ensuring it is user-friendly and hassle-free.
Sinergify aims at simplifying the integration between Salesforce and Jira to enable cross-functional collaboration.
In this blog post, we saw how the integration of two powerful business tools, Salesforce and Jira, can improve collaboration between teams, and ensure data transparency.
We also learned how Salesforce and Jira integration can be implemented using Sinergify.