---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Solution overview

# Third-party data integration solution overview {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

A typical enterprise ecosystem includes enterprise resource planning (ERP), sales
management, and service management systems. There are multiple options for implementing the
integrations between these systems.

In this example, the ERP system manages customer data (for example, Accounts).

When a new account is acquired, it is created first in the ERP system and then account data is transferred to Salesforce and ServiceNow
(1).

During this process, new accounts are created in Salesforce and ServiceNow. The ServiceNow account record is updated with the Salesforce account ID
attribute that holds the reference to the Salesforce account record. The Salesforce account ID is
later used to match account records between ServiceNow and Salesforce and
also to retrieve opportunity data from Salesforce.

When an agent accesses an account in Agent Workspace for CSM, a list of related opportunities for this account is retrieved from Salesforce in real-time and presented to the
agent.  
This example assumes that the flow has been implemented and executed and that the ServiceNow account records contain valid Salesforce account IDs. This example also uses the following configuration:

* Connectivity between a ServiceNow and Salesforce.
* Integration using Integration Hub and remote tables.
{#csm-third-party-data-overview__ul_nnj_c2p_y3b}

## Integration architecture {#csm-third-party-data-overview__section_mvv_tgp_y3b}

ServiceNow integrates with Salesforce through the OAuth 2.0 Bearer Token Flow.  
Figura 1. Integration architecture  
Figura 2. Remote tables and IntegrationHub architecture