find out more http://info.tractionsm.com/Zendesk-Migration-Calculator.html

1. Zendesk to Service Cloud Migration
Traction on Demand

2. • 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?

3. • 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

4. • 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….

5. Dave Galloway
EVP Service Cloud
Adoption
Data
Migration
Methodology
Service
Industry
Acumen
Keith Metcalfe
VP Data
Intelligence
Business
Intelligence
20 years of Executive leadership for
international Support Teams
15 years of leading Data/Business
Intelligence Teams
Salesforce
Knowledge
David Rees
Data Intelligence
Architect
10 years of architecting data and
API solutions in the support and
service industry (including
Zendesk and Salesforce)

6. • 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

7. 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

8. Keys to a successful Zendesk to
SFDC Service Cloud migration
Salesforce &
Service Cloud
Knowledge
Service
Industry
Acumen
Data
Migration
Methodology

9. Zendesk to Service Cloud Data IP
Traction
Extraction
Utility
Traction
Conversion
Utility
Salesforce
Import Process
Training/
AdoptionFunctionality
QA/ Improvement
Link & asset
reference
reconstruction
Normaliz
e
Data
Object
Matching

10. • 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
Normalize
Data
Object
Matching

11. Kevin Murray
Manager, Alliances
Traction on Demand
kmurray@tractionondemand.com
(604) 620.6040 ext 3055
To Learn More