A limitless service solution
With the recent acquisition of Zendesk, now is the time to make the move to Salesforce Service Cloud. At Thunder, we know a lot about the key reasons, benefits, and best practices of switching to Service Cloud.
|Capability||Service Cloud is...|
|Case management||Same: but user created Tags in Zendesk can rapidly proliferate and make it hard to report and manage|
|User Interface (UI)||Better: Salesforce UI is fully customizable, enabling a tailored user experience and purpose-built apps with contextual data|
|Case Routing||Better: eliminates cherry picking which is still a problem with Zendesk Play|
|Macros||Same: capabilities exist in both systems|
|Internal Comments||Different: Color coded in Zendesk, Chatter case feed in Salesforce|
|Collaboration||Better: Track all communication across Sales, Service, Customer Success directly on the case|
|Jira Integration||Much Better: More options, more customization to meet every process need|
|Knowledge||Same: similar Knowledge Centered Service capabilities|
|Reporting||Different: Better insights; more difficult individuals to create their own reports. Better: Customer 360 Reports, Personalized Agent Dashboards|
|Data Driven Automation||Much Better: automation on every field and external data, point-and-click and development|
|AI||Much Better: leverage all Sales, Support, CSM data in Salesforce to feed AI: Case Classification, Article Recommendations, Next Best Action, Churn Predictions, etc.|
|Self Service Portal||Better: more engaging, more intuitive, and more relevant interactions for customers|
|Entitlements and SLAs||Better: Zendesk is easier to setup but Service Cloud is more flexible, granular, and provides better alerting and monitoring to meet SLA compliance|
|Customer Success Management||Better: automate opportunity renewals, integration with Sales and Service teams|
|Self Administration||Different: less flexible, best left to an Administrator|
|Macros and QuickText||Same: capabilities exist in both systems|
|Telephony||Better: leverages AmazonConnect for full voice transcription, in-depth analytics, and AI insights|
With over 13 years in the Service Cloud ecosystem, Thunder is one of the most experienced Salesforce teams in history. We have successfully implemented 100’s of Service Cloud projects for small businesses and large firms.
Leveraging our vast contact center experience and Salesforce certified consultants, we deliver innovative, industry leading solutions that result in reduced operating costs, increased customer satisfaction and retention.
Get tips on migrating from Zendesk to Salesforce Service Cloud from expert implementation specialist, Dave McCall, Senior Director of Solution Architecture at Thunder.
Service Cloud Set-up
Accounts and Contacts
Email to Case
Web to Case
Reports and Dashboards
If your business is like so many others weighing a switch to Salesforce, read our white paper, The 4 Critical Benefits of Salesforce Service Cloud Over Zendesk, to consider the benefits before putting ink to paper.