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      Drive Workplace Efficiency With Salesforce-Jira Integration

      Aug 24, 2023

      9 minute read

      “Teamwork is the ability to work together toward a common vision. The ability to direct individual accomplishments toward organizational objectives. It is the fuel that allows common people to attain uncommon results.” – Andrew Carnegie

      Better collaboration between teams leads to success.

      And since teams in an organization use multiple tools, it becomes imperative to integrate them.

      Two of the most common tools that organizations use include Salesforce and Jira.

      Salesforce, as a vast CRM ecosystem enables you to get a shared and single view of your customers.

      With Salesforce clouds such as Sales, Service, Marketing, Analytics, Experience, and Commerce Clouds, you can manage your sales, marketing, and customer relationships from a single place. On the other hand, Jira is a project management solution that enables you to plan, prioritize and track issues.

      If your customer support teams and project management teams work on Salesforce and Jira respectively, integrating the two platforms helps you get the best out of both.

      Salesforce-Jira Integration improves collaboration, and enhances visibility by presenting a single view of customer data and workflows across support and development teams.

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      Seamless Collaboration and Enhanced Efficiency: Exploring the Advantages of Salesforce-Jira Integration

      Here are some benefits of Salesforce-Jira Integration:

      1. Better Information Synchronization

      Access synchronized information in real-time, bi-directionally, and automatically so that teams can collaborate better. With improved information synchronization, teams do not have to switch between multiple platforms to access data.

      2. Streamlined Workflow Between Teams

      Streamline communication and reduce errors between customer support and development teams by providing a single view of customer data. This means that both teams can access the same information in real time, which can help them to collaborate more effectively and resolve customer issues more quickly.

      3. Enhanced Visibility

      Enable the customer support teams to access project updates, track development progress, and gain insights into customer issues directly within Salesforce. Empower the customer representatives to provide more accurate and informed client support.

      4. Efficient Issue Resolution

      Customer support cases and reported issues in Salesforce can be automatically synced to Jira as tickets or tasks. The development teams can address these issues promptly, assign tasks to team members, and track their progress within Jira.

      5. Real-Time Collaboration

      Facilitate real-time collaboration between sales and development teams. The integration allows teams to share information, updates, and feedbacks seamlessly, ensuring that all stakeholders are on the same page.

      It minimizes miscommunication, accelerates decision-making, and fosters a more efficient working environment.

      6. Data Consistency

      Maintain consistent and up-to-date data across both platforms. Changes made in one system automatically reflect in the other, reducing data discrepancies and ensuring accurate reporting and analytics. This data consistency leads to better decision-making and helps identify trends, patterns, and opportunities.

      7. Improved Reporting and Analytics

      Leverage the reporting and analytics capabilities of both Salesforce and Jira combined. It allows for comprehensive reporting on sales activities, customer issues, project progress, and performance metrics. This holistic view helps management gain insights, identify areas for improvement, and make data-driven decisions.

      8. Customization and Automation

      Create custom workflows, automate processes, and trigger actions based on specific events or criteria. This capability helps streamline operations, reduce manual efforts, and improve overall efficiency.

      One Platform, One View, One Goal: Integrating Salesforce Clouds With Jira Products

      1. Salesforce Service Cloud and Jira Integration

      Integrating Salesforce Service Cloud with Jira enhances customer support, issue resolution, and collaboration.

      Let’s take a look at some unique use cases of Salesforce-Jira integration.

      Case Management and Escalation: When a customer support case is logged in Salesforce Service Cloud, you can automatically create a corresponding issue or ticket in Jira. This ensures that the support and development teams are aligned, enabling efficient case management.

      If the support case requires escalation to the development team, it can be seamlessly be transferred to Jira, where it can be tracked, prioritized, and resolved.

      Bug Tracking and Resolution: When a customer reports a bug or software issue, a bug ticket can be automatically created in Jira from the Salesforce Service Cloud case.

      The development team can then track and resolve the bug within Jira, providing a streamlined process for bug tracking and resolution.

      This ensures that all relevant information from the customer case is captured in Jira, facilitating effective collaboration and faster issue resolution.

      Feature Requests and Product Enhancements: If a customer submits a feature request or suggests product enhancements in Salesforce Service Cloud, the integration can create a corresponding task or issue in Jira.

      This enables the product management and development teams to review, prioritize, and plan the implementation of these requests.

      Collaboration between Support and Development Teams: Salesforce Service Cloud-Jira integration fosters collaboration between support and development teams.

      Support agents can access real-time updates on the status of issues or tickets in Jira directly from within Salesforce.

      They can provide customers with accurate information on the progress of their reported issues and relay feedback or updates from customers to the development team.

      This collaboration improves communication, reduces response times, and enhances customer support.

      Knowledge Base and Documentation: The integration allows for the synchronization of knowledge base articles and documentation between Salesforce Service Cloud and Jira.

      When new articles or documentation are created or updated in one platform, they can be automatically reflected in the other.

      This integration ensures that support agents have access to the latest information, reducing the chances of providing outdated or incorrect support.

      It also enables the development team to maintain up-to-date documentation and knowledge resources for ongoing product improvements.

      Reporting and Analytics: By integrating Salesforce Service Cloud with Jira, organizations can gain comprehensive reporting and analytics capabilities.

      Data from customer cases, issue tracking, resolution times, and other metrics can be consolidated and analyzed to identify trends, performance gaps, and areas for improvement.

      This enables management to make data-driven decisions and measure the effectiveness of support processes and development efforts.

      2. Integrating Salesforce Sales Cloud With Jira

      Integrating Salesforce Sales Cloud with Jira streamlines the sales and development processes and enhances collaboration between sales and development teams.

      Here are some common use cases for integrating Salesforce Sales Cloud with Jira:

      Bug and Issue Tracking: Salesforce Sales Cloud can be integrated with Jira to enable seamless tracking of customer-reported bugs and issues.

      Sales representatives can log customer feedback directly into Jira, creating new issues or linking them to existing ones.

      This ensures that the development teams have visibility into customer-reported problems and can prioritize and address them efficiently.

      Opportunity-to-Project Handoff: When a sales opportunity reaches a certain stage in Salesforce Sales Cloud, such as “Closed-Won,” it can trigger the creation of a new project in Jira.

      This ensures smooth handoff from sales to the development team, providing them with all the necessary information to start working on the project without manual data entry or communication gaps.

      Bi-Directional Data Sync: Integration between Salesforce Sales Cloud and Jira can facilitate bi-directional data synchronization.

      For example, when a sales representative updates an opportunity’s status in Salesforce, the corresponding project status in Jira can be automatically updated.

      This real-time data sync ensures that both teams are aligned and have the most up-to-date information.

      Customer Support Collaboration: By integrating Salesforce Sales Cloud with Jira, customer support cases can be linked to related sales opportunities or projects.

      This connection allows sales and development teams to collaborate effectively when addressing customer issues.

      Support agents can provide updates on the progress of resolving an issue, and the information can be shared with the sales team to keep the customer informed.

      Reporting and Analytics: Integration between Salesforce Sales Cloud and Jira enables consolidated reporting and analytics across sales and development activities.

      Data from both systems can be combined to gain insights into key metrics such as sales pipeline, project performance, and customer satisfaction.

      This provides a holistic view of the customer lifecycle and helps identify areas for improvement and optimization.

      Workflow Automation: The Integration enables you to automate various workflows and processes between Salesforce Sales Cloud and Jira.

      For example, you can automate the creation of Jira issues based on specific actions or triggers in Salesforce, or automatically update Salesforce records when certain events occur in Jira.

      This minimizes manual effort, reduces errors, and enhances overall efficiency.

      3. Integrating Salesforce Experience Cloud With Jira

      Customer Support Ticketing: Integration between Salesforce Experience Cloud and Jira enables a smooth flow of customer support tickets.

      When customers submit support requests through the Experience Cloud, the integration can automatically create Jira issues or tasks for the support team.

      This ensures that customer issues are efficiently tracked and addressed within the development and support teams.

      Agile Project Management: By integrating Salesforce Experience Cloud with Jira, project management teams can leverage Jira’s powerful agile project management capabilities.

      They can create and manage Jira projects directly from the Experience Cloud, allowing stakeholders to view project status, track progress, and collaborate on tasks. This promotes transparency and enables efficient project delivery.

      Self-Service Knowledge Base: Salesforce Experience Cloud can be integrated with Jira to provide a comprehensive self-service knowledge base.

      The integration allows Jira’s documentation and articles to be surfaced within the Experience Cloud, providing customers with relevant and up-to-date information.

      Customers can access the knowledge base to find answers to common questions or troubleshoot issues, reducing support requests and enhancing customer satisfaction.

      Feedback and Feature Requests: Integration between Salesforce Experience Cloud and Jira enables a seamless flow of customer feedback and feature requests.

      Customers can provide feedback directly through the Experience Cloud, and the integration can automatically create Jira issues.

      This ensures that customer feedback is captured, prioritized, and incorporated into the product roadmap or development backlog.

      Release Management: Salesforce Experience Cloud and Jira integration can facilitate release management processes.

      When a release or update is planned, project managers can communicate release notes, known issues, and scheduled downtime to customers through the Experience Cloud.

      Customers can access this information, stay informed about upcoming changes, and provide feedback or report issues.

      This promotes transparency and reduces customer confusion during release cycles.

      Bi-Directional Data Sync: The integration enables bi-directional synchronization of data between Salesforce Experience Cloud and Jira.

      For example, customer data or account information from Salesforce can be automatically synced with Jira, allowing support agents or project managers to have a complete view of the customer when handling tickets or projects.

      This ensures that customer information is up-to-date and readily available across systems.

      Integrating Salesforce and Jira With a Customized Solution

      Sinergify is a customized solution from Grazitti that enables you to combine the power of Salesforce and Jira, and break free from siloed communication within teams.

      The solution enables you to seamlessly integrate all standard and custom Salesforce Objects with Jira products like Core, Ops, Software, and Service Desk.

      Key Features of Sinergify

      • Multiple Object Syncing
      • Multi-lingual Support
      • Multiple Jira Linking
      • Jira Plugin
      • Bi-Directional Synchronization

      Use Cases of the Integration- Fostering Collaboration Between Customer Support and Product Management Teams

      1. For Support Teams

      • Create and Manage Jira Issues

      Whenever the support teams require help from the product team to resolve a customer case, they can escalate the case as a Jira issue. They can easily create, link/unlink, update, track, clone a Jira issue without having to leave Salesforce.

      • Send Attachments and Comments

      For speedy case resolution, support agents can share attachments and comments with the product teams for clarity.

      • Search for a Jira Issue While Escalating a Case

      Your support agents can search for similar issues before creating a new issue.If there are similar issues that are not solved, link to them. If there are similar issues that are solved, use the information to close cases faster.

      • Total Control Over Comments

      The connector empowers admins to decide which comments need to be made public and which are to be kept hidden.

      2. For Engineering and Product Teams

      • Linking New Cases to Existing Jira Issues Using the Case Number

      If your engineering team receives a new case which is similar to any of the existing Jira issues, they can simply link that case with that Jira issue using the Salesforce case number.

      • Comment/Respond to Escalated Issues

      Allow your engineering folks to directly comment/respond to escalated cases right from Jira and in just a few clicks.

      • Better Prioritize Support Issues

      Enable support reps to mark the case priority—low, medium, and high—while creating a Jira issue. Thus, helping the engineering team better prioritize the issues.

      • Access Voice of the Customer

      Voice of the Customer (VoC) or to simply say, the customer feedback, is stored in the support tool. Sinergify allows the product team to access that and build the features/products that customers would love.

      How Sinergify Can Help You Integrate Salesforce and Jira in Just a Few Clicks

      Step 1: Log into your Salesforce account

      Step 2: Click “App Launcher’ icon above the “Quick Find’ search box

      Step 3: Click the ‘View All’ option under App Launcher. A new page displaying all the applications will appear.

      Step 4: Click the ‘Visit AppExchange’ button present on the extreme right of the ‘All Apps’ page.

      Step 5: Search ‘Sinergify’ in the AppExchange.

      Step 6: Click the ‘Get It Now’ button.

      Step 7: After clicking the ‘Get It Now’ button, a new page will open containing the confirmation details. Select the checkbox on the confirmation page after reading the details and at last, ’click Confirm and Install button’.

      Step 8: Specify the instance where the application shall be installed.

      Step 9: Specify the users for whom Sinergify is to be installed and click ‘Install’.

      Step 10: The application can take some time to install. Users are notified via email once the application is installed in the system.

      Step 11: Within a little time of installation, the application will appear in the App Launcher.

      Wrapping Up

      Salesforce-Jira integration can truly transform the way your support teams and product teams collaborate with each other.

      Enhanced collaboration leads to better and more efficient processes and therefore, satisfied customers.

      Sinergify, a Salesforce-Jira connector enables you to make the most out of both Salesforce and Jira by effective integration of the two platforms.

      Wish to Foster Better Organizational Collaboration? Talk to Us!

      At Grazitti, we understand the importance of fostering collaboration across multiple platforms.

      Begin your journey, today!

      Should you want to know more, please write to us [email protected] and our product experts will take it from there.

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