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Customer Experience and Design

3 best practices to move to Salesforce Service Cloud

3 Best Practices Salesforce Service Cloud

We’ve had the great privilege of helping many of our clients move to Salesforce Service Cloud. Some come from a world of spreadsheets and email, while others from complex webs of legacy CRM and ERP tools. This blog is the first part of an on-going series about moving to Salesforce Service Cloud from other solutions.

Our experience has shown that the following 3 best practices are often the keys to success, whether you’re moving from Oracle, Zendesk, RightNow, or other systems.

  1. Best of Both Worlds
  • Use the incredible opportunity a migration represents to take an objective lens to your existing business processes
  • We believe a migration shouldn’t start from a clean slate – what works well today should form your foundation for the future
  1. Bend, Not Break
  • Adapt your existing processes to take advantage of native Service Cloud functionality wherever possible
  • Being flexible is the key to saving time and reducing risk during migrations, though you also need to know how to employ lean development and customization when that’s not an option
  1. Know Your Data
  • Existing data is a critical part of your foundation for future success but we wary of making sweeping decisions when it comes to migration
  • We believe that not every historical record needs to be seen by every user, every day – so match the right use case with the right storage method, saving time & money and setting a great precedent for long term growth

To recap, we believe that a successful migration means taking the best of both worlds, being flexible, and knowing how to move your data.  The next blogs in the series will look at more specific technology challenges coming from systems like RightNow or Zendesk, so stay tuned for more tips and best practices!

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