Enterprise use case · Salesforce + Zendesk + ServiceNow + Microsoft 365
High-priority customer escalation
Urgent cases sit in support queues because escalation depends on someone noticing. Cases that meet your escalation criteria become owned incidents with approvals and updates.
Architecture
One governed run
How it starts: Salesforce SOQL polling or a ServiceNow change starts or continues the run.
Step by step
How the process runs
- 01
Case
Salesforce cases, accounts and contacts are read. Related Zendesk tickets are found.
- 02
Criteria
Rules + Code applies your escalation criteria, such as severity, age and contract terms you define.
- 03
Incident
A ServiceNow incident or ticket is opened with case history attached.
- 04
Owner
The owner is assigned and notified in Teams or email.
- 05
Updates
Incident changes update the Salesforce case and Zendesk ticket.
Control
Human decision and exception path
Human decision
A service manager approves escalation outside the defined criteria and any customer-facing commitment.
Exception path
- Cases without an owner route to the manager queue.
- Duplicate incidents are linked.
- Stale incidents re-escalate.
Evidence
What gets audited
- Case data.
- Criteria result.
- Incident and owner.
- Approvals and updates.
Nexus runs on premises, in private or sovereign cloud, or air-gapped. Credentials stay in the vault, roles decide who can approve, and the execution record stays inside your deployment boundary.
Sovereignty and deploymentRelated
Patterns, connectors and next steps
- ServiceNow-Jira integration
Integration pattern · Incidents and changes reach engineering with context, and status returns to service.
- Salesforce connector
73 pre-built actions
- Zendesk connector
52 pre-built actions
- ServiceNow connector
55 pre-built actions
- Microsoft 365 connector
45 pre-built actions
- Human-in-the-loop
Where approval belongs in a running workflow.
- Order to cash across CRM, ERP and billing
Another enterprise use case.
FAQ
Questions about this use case
- Does Nexus replace any of these systems?
- No. Each system keeps its own records. Nexus runs the process between them and records each decision.
- How does the run start?
- Salesforce SOQL polling or a ServiceNow change starts or continues the run.
- What if a step is not covered by a pre-built action?
- It runs through an API, protocol or database call, or as Rules + Code in Python, Bash, Go, Java, .NET, PHP, PowerShell or JavaScript/TypeScript, with the same approvals and audit.
Use case review
Discuss this use case
Bring your version of the process. We will map the systems, approvals and evidence it needs.