Case Study
Zendesk to Salesforce Service Cloud
Migration with Zero Data Loss
DATA MIGRATION
The Challenge
30 different types of notifications including: 5,000 cases, 50,000 case comments, 8,000 attachments, 15,000 users, accounts and contacts
Integrations with several systems had to be done – Slack, PagerDuty, Aha!, Microsoft Azure, JIRA, SearchUnify’s AI Bot and Email to Case Advance
The entire Salesforce was migrated from Classic to Lightning
Objectives
Increase Case Deflection
Prevent Data Loss
Lightning Ready Instance
Solution
Service Console Set-up
Set-up service console with, but not limited to, cases, case comments, attachments, users, contacts, and accounts
Engineering Team Collaboration
Collaborated with the engineering team to tackle case escalations for faster case closure
Salesforce-JIRA Connector Implementation
Implemented Salesforce-JIRA connector to save cost and time and have a seamless bidirectional sync