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Customer Experience and Design

Understanding the Benefits: Moving from Zendesk to Service Cloud

“Everything changes, nothing remains without change.” – Buddha

Implementing Salesforce Service Cloud will set the foundation to potentially have all your sales and service teams on one standard, reliable platform.  The benefits of Salesforce Service Cloud on its own are numerous and have been discussed at length in various other blogs or white papers.  Let’s recap those benefits and also add a few more specifically for those who are thinking about, or currently migrating to Salesforce from a standalone support ticketing solution like Zendesk.

Key areas we see Salesforce customers benefit from:

  • 360 View of Customers: The main driver for service leaders and managers moving to Salesforce is to get a full view of the customer and their needs.  Salesforce users can access a truly rich data set on their customers within CRM.  Some specific examples include sales reps can access Salesforce1 while walking into a client and skim through all related information such as cases that are currently open.  Also, service agents can escalate cases and gain support from product gurus and notify sales reps of sensitive issues through Chatter.
  • Reporting: One of the main pain points that several of our customer service team leaders mentioned to us is the difficulty with reporting and comparing teams since typical Zendesk instances are all separate and unrelated. With Salesforce, reports can be created by team managers, executives, and even agents to slice and dice the data to fit the specific KPIs each group is tracking while keeping an eye on overall numbers.
  • One Platform: System administrators and IT teams have often asked to focus on one platform, build expertise, and be able to own a single, interdependent solution. Leveraging as much native functionality as possible, Salesforce provides a flexible solution and inherent benefits through the regular Salesforce releases.  Also, Salesforce has a deep and robust business apps marketplace called AppExchange, which offers a wide variety of products and apps to enhance the Salesforce experience.
  • Streamline Processes: Salesforce provides a truly end-to-end support process. From Communities with Live Agent, Knowledge, the ability to self-serve, case deflection and full integration to Salesforce, it allows agents to quickly triage cases as they come in, escalate, and collaborate with service teams, as well as extended teams such as product development, sales, and marketing, to name a few.  A connected service system means an ability to build workflows, automations, and processes to support customers and agents through the customer lifecycle.
  • Reliability: Salesforce has very vigorous standards and security, and very rarely experiences system outages. In fact, Salesforce maintains sites ( to review the current status of the org and plan for any future upgrades.

If you are finding your organization gravitating towards Salesforce because of one or many of these reasons, continue to follow along with this blog series, as well join us for an upcoming webinar about best practices for Zendesk to Salesforce migrations.  Subsequent blogs will cover the top reasons why companies move to Zendesk, best practices for the move, and what you need to prepare for the essential migration activities.

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