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Case Study

Zendesk to Salesforce Service Cloud
Migration with Zero Data Loss

DATA MIGRATION

The Challenge

U

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

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Increase Case Deflection

Z

Prevent Data Loss

Z

Lightning Ready Instance

Digital dashboard showing a line graph

Solution

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Service Console Set-up

Set-up service console with, but not limited to, cases, case comments, attachments, users, contacts, and accounts 

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Engineering Team Collaboration

Collaborated with the engineering team to tackle case escalations for faster case closure

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Salesforce-JIRA Connector Implementation

Implemented Salesforce-JIRA connector to save cost and time and have a seamless bidirectional sync