Automate case synchronization between Amazon Connect and Salesforce

This article demonstrates how to implement bidirectional, real-time case synchronization between Amazon Connect and Salesforce using AWS serverless technologies.

• Uses Amazon EventBridge, Step Functions, and SQS for event-driven synchronization
• Salesforce platform events relay to EventBridge; Amazon Connect Cases generate event streams
• Bidirectional sync: cases created/updated in either system automatically sync to the other
• Comments and updates reflected near real-time across both platforms
• Complete AWS SAM template and GitHub repository provided for implementation
• Tested scenarios include case creation, bidirectional updates, and Step Functions monitoring
• Business benefits: faster defect resolution, omnichannel support continuity, improved collaboration

This serverless solution enables organizations to maintain unified customer views across Amazon Connect and Salesforce without custom integrations, improving operational efficiency and customer experience.