Zendesk to Salesforce

Service Cloud Migration

Salesforce Service Cloud is a leader in the 2023 Gartner Magic Quadrant for CRM Customer Engagement Centres. Its effectiveness and reliability in the market are unquestionable.

Agentforce empowers businesses to effortlessly create and tailor AI agents that assist both customers and employees. These agents maintain consistency with your company’s brand voice and are powered by reliable data from Salesforce CRM and external sources like Data Cloud.

Salesforce provides a single platform that consolidates data from various business units and integrates seamlessly with external systems beyond just Salesforce. Organisations gain access to unlimited capabilities and customisation options that drive growth and efficiency.

Migrating knowledge articles from Zendesk to Salesforce presents challenges, such as maintaining internal links from one case to another or to the knowledge base. In addition, the process can lead to the creation of duplicate accounts and contacts during migration, which can complicate data integrity.

We need to assess data quality and analyse multiple sources, including SQL databases, Excel files and other CRM solutions. Effective data consolidation also requires the ability to handle large volumes of data while ensuring compatibility between different formats and systems.

Our team is equipped to handle the intricacies of replicating ticket management features, including various views, layouts, and access control setups. We are also experienced in configuring multiple channels such as email to case and phone to case, ensuring a smooth transition of case status workflows, SLAs and automation triggers.

This involves staying operational and assisting customers as usual. We closely monitor and document the migration process to quickly troubleshoot any issues that may arise. Our goal is to minimise disruptions to customer service and ensure a seamless migration.

Our expertise in cloud-based AI and machine learning services ensures seamless functionality and advanced analytics capabilities, such as Agentforce. We help businesses navigate the complexities of automation and optimisation by adapting existing workflows to effectively leverage intelligent agents for a superior customer experience.

During migration, we take care of transferring the rules that ensure cases are assigned to the right person or queue. These rules are triggered when cases are created or updated, which helps to facilitate timely resolution for case submitters and improve overall efficiency.