The ServiceNow to Microsoft Dynamics 365 integration connects your IT service management and CRM/ERP systems, enabling seamless data flow between ServiceNow and various Dynamics 365 modules (e.g., Sales, Customer Service, Field Service, Finance & Operations). This integration ensures synchronized processes between your IT and business operations teams, reduces manual updates, and improves the overall customer experience.

Sample Use Case: Automatic Ticket Creation from Dynamics 365 Cases

A customer logs a case in Dynamics 365 Customer Service. The integration automatically creates an incident or request in ServiceNow with key details (customer name, issue description, priority, contact info). When the ServiceNow team resolves the incident, the resolution is pushed back to update the original case in Dynamics 365 — keeping both IT and support teams aligned in real time.

✅ Key Integration Capabilities

• Bi-directional data sync between:

  • Dynamics 365 Cases ↔ ServiceNow Incidents

  • Dynamics 365 Work Orders ↔ ServiceNow Change/Task records

  • Accounts, Contacts, or Opportunities ↔ CMDB or ServiceNow custom tables

• Supports Dynamics 365 modules:

  • Customer Service, Sales, Field Service, Finance & Operations

• Real-time or scheduled data transfers

• Field mapping customization and filtering

• Supports attachments, comments, and status synchronization

• Error handling, retry logic, and audit logs included