MuleSoft for Flow: Integration Powers ITSM Inside Salesforce and Beyond

Reading Time: 10 minutes

IT Service Management (ITSM) helps organizations manage technology in a reliable and structured way. It ensures systems work as expected, issues are resolved efficiently, and services continue to improve over time, not just when something goes wrong.

MuleSoft for Flow: Integration is a low-code integration solution built natively into Salesforce Flow that allows teams to connect Salesforce with external systems using out-of-the-box connectors – no custom code required. This enables ITSM teams to move beyond manual ticket handling and automate workflows across disparate systems directly within Salesforce.

What we'll cover in this article: We’ll explore how ITSM teams can use connectors to integrate business applications and streamline IT operations end to end.

How Agentforce IT Service at Salesforce uses MuleSoft for Flow: Integration

Agentforce IT Service is Salesforce’s modern, AI‑driven IT service solution that reimagines traditional IT Service Management (ITSM). Instead of relying on manual ticket forms and queues, it uses conversational AI agents, automated workflows, and integrations to deliver support and resolve issues faster. Let’s look at how Agentforce IT Service uses MuleSoft for Flow: Integration to automate recurring IT service operations across domains.

1. Business workflow automation

Agentforce IT Service optimizes business processes, customer support, and team collaboration through the following use cases:

• Integrated customer and lead management: HubSpot integrations automate the creation and association of deals, companies, and contacts to keep sales and service data synchronized in real time.
• Streamlined service desk and ticket orchestration: Through Zendesk, custom objects, organizations, and bulk tickets are created automatically to handle high-volume support requests efficiently.
• Automated communication and productivity workflows: Microsoft Outlook and Twilio Messaging enable automation of calendar scheduling, out-of-office updates, and SMS service provisioning.
• Visual collaboration and enterprise team setup: The Miro connector automates board and card creation while managing enterprise team memberships to support rapid brainstorming and project planning.

2. DevOps and development

DevOps and development automation accelerates IT delivery by streamlining infrastructure provisioning, release coordination, and incident response. These workflows reduce recovery time and enable the Agentforce IT Service to respond quickly to change through the following use cases:

• Automated infrastructure remediation: With Ansible, ad-hoc commands and job templates are triggered automatically to resolve configuration drift and remediate service outages.
• On-demand cloud resource provisioning: Through the Microsoft Azure Connector, approved development requests can automatically create virtual machines, subnets, and networks to enable self-service infrastructure.
• Product lifecycle and release coordination: The Aha Connector synchronizes planning and execution by automating the creation and updating of features, releases, and epics.
• High-velocity incident orchestration: Using PagerDuty, escalation policies, on-call schedules, and responder assignments are managed dynamically to ensure rapid incident engagement.

3. IAM, user management, and password security

Identity and access management workflows help maintain a strong security posture by automating the employee lifecycle and enforcing consistent credential governance across the organization. Key use cases include:

• Comprehensive identity lifecycle automation: Okta and JumpCloud integrations automate user activation, group assignments, and session revocation to ensure access is granted and removed in real time.
• Directory governance and license optimization: With Microsoft Entra ID, group creation and license assignments are automated to keep cloud resources efficiently allocated and synchronized.
• Intelligent access remediation and MFA management: OneLogin and Ping Identity enable automated password resets, account unlocks, and MFA factor management.
• Privileged access visibility and credential governance: BeyondTrust, Bitwarden, and Dashlane automate member provisioning, retrieve group policies for audits, and monitor overall password health.

4. IT infrastructure, networking, and security

Ensuring continuous uptime and robust security through automated network configurations and proactive monitoring is a core ITSM capability. Check out the top use cases below:

• Network perimeter and resource security: Through the Cisco Secure Firewall and Infoblox connectors, the Agentforce IT Service team automates the creation of access rules and DNS resource records to secure network traffic and manage IP address spaces.
• Proactive threat detection and endpoint security: The CrowdStrike connector retrieves host details and audits prevention policies to ensure all sensors are active and compliant with security standards.
• Advanced network observability and experience monitoring: With ThousandEyes, alert suppression windows and user access are managed to proactively monitor network performance and digital experience metrics.
• Unified infrastructure monitoring and collaboration: Automated management of mail folder subscriptions, synchronization of user states across communication platforms using Microsoft Exchange Online and Genesys Cloud connectors.

5. Workspace and endpoint management

Agentforce IT Service centralizes digital workspace administration and physical asset governance directly within Salesforce. This domain also plays a critical role in accurately feeding, real-time data into the Configuration Management Database (CMDB), ensuring all managed assets and their current states are reflected in the system of record. Key use cases include:

• Automated content governance and secure sharing: Using Microsoft OneDrive, service requests automatically trigger drive item management, link creation, and permission updates ensuring secure access and seamless content synchronization.
• Dynamic knowledge base and database orchestration: With Notion, databases and pages are provisioned automatically to support cross-functional projects, keeping documentation and collaboration spaces aligned with evolving requirements.
• Unified mobile and desktop asset intelligence: Integration with Microsoft Intune enables automated retrieval of managed device details and app assignments, providing real-time visibility into device health and software distribution.
• Deep hardware inventory and compliance auditing: Leveraging JAMF, granular computer and mobile device inventory data is collected automatically and synchronized with the CMDB to support compliance and audit readiness.

Empowering the global ITSM ecosystem

While these and many other out-of-the-box connectors power Salesforce Agentforce IT Service (ITSM) internally, MuleSoft for Flow: Integration provides a blueprint for any organization looking to modernize its IT operations. It turns manual coordination into a scalable, automated engine by focusing on high-impact ITSM use cases for teams worldwide.

The MuleSoft for Flow: Integration connector library makes IT service delivery simpler and faster. By reducing the complexity of APIs, teams can spend less time on manual work and more time building services that drive real business value. To learn more, read about the 90+ new connectors MuleSoft just released.