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Zendesk to Service Cloud MigrationTraction on Demand
• Limited platform functionality and limits the integration with legacy applications, either through an agent console or API’s
• Doesn’t do well in B2B service centers where escalations, complex knowledge, multiple or product-level SLA’s and/or a large number of agents are the requirements
• Offers an open platform in which customers can access their underlying data through an API, although many report challenges in doing this on a large scale.
• Doesn’t do well in complex global environment. Environments with complex escalation, collaboration across department/groups or broad global foot prints are not areas of strength.
Why make the move from Zendesk?
• Experience: 9th year focused on Salesforce.com First 500 certified on Salesforce.com 500+ customers, 1800+ projects & 400+ custom Force.com
apps developed
• 170 Employees, 230+ Certifications SMEs in all Clouds (Sales, Service, Marketing, Analytics,
Force) HQ in Vancouver, BC, Offices in Toronto & Montreal
People on the ground in CA, OR, AB, TX & OH
No outsourcing, no offshoring, no contractors B Corp Certified Ranked top ten best place to work in Canada (2014 & 2015)
Traction on Demand
• 35% of Traction’s annual revenue generated from Service Cloud
• SC practice driven by concepts of the CEB’s Effortless Experience
• Focused on creating innovative & repeatable IP
• Service Cloud practice run by delivery experts and business users (SMEs)
• Data = the lynchpin of any successful SC deployment
• SC projects often result in follow up Communities (Data Direct Networks & PICS)
• How did our background help us come up with this migration IP
Who is Traction….
Dave GallowayEVP Service Cloud Adoption
Data Migration
Methodology
Service Industry Acumen
Keith MetcalfeVP Data Intelligence Business Intelligence
20 years of Executive leadership for international Support Teams
15 years of leading Data/Business Intelligence Teams
Salesforce Knowledge
David ReesData Intelligence Architect
10 years of architecting data and API solutions in the support and service industry (including Zendesk and Salesforce)
• Improve the Customer Experience • Effortless Experience builds LOYALTY• No Customer (info) left behind • Customers are always informed • Listen: all channels all the time.
• Allow Agents to Focus on Customers • Give them information they need: 360 in
45. • Minimize data entry / admin work • Guide them through support processes• Improve inter department processes
Service Cloud Guiding Principles
Migration Challenges
Manual Copy and
Paste Admin
End User Adoption
and Training
Missing Content and
Articles
Formatting Issues
Retention of Historical
Questions & Answers
Linking End Users to
Knowledge Profiles
Broken Content
Links
Inaccurate Field
Mappings
Keys to a successful Zendesk to SFDC Service Cloud migration
Salesforce & Service Cloud
Knowledge
Service Industry Acumen
Data Migration
Methodology
Zendesk to Service Cloud Data IP
Traction Extraction Utility
Traction Conversion Utility
Salesforce Import Process
Training/AdoptionFunctionality
QA/ Improvement
Link & asset reference
reconstruction
Normalize
Data
Object Matching
• Object Matching• All historical objects (tickets,
articles, users, etc.) matched to Service Cloud equivalents
• Referential relationships between objects retained
• Data Normalization• Scrub article content to meet
formatting standards
• Link and Asset reference reconstruction
• Point links to Service Cloud hosted content (images, downloads, etc.)
Let’s get under the hood….
Link & asset reference reconstruction
NormalizeData
Object Matching
