If you have been planning to move away from Salesforce Service Cloud to Zendesk but don’t know where to start and what to do, we are here to help you out. There are many things you must consider during your Zendesk and Salesforce shenanigans such as data preservation, poorly edited XML files, translating cases into tickets, etc. This is a lengthy process that requires meticulous planning and careful execution. This is what we will be talking about today, so let’s get started!
Challenges Associated With Data Migration
Now before we jump into the process itself, we’d like to make a few things clear. There is a number of challenges associated with migration. Here are some of the more common ones:
Lack of a unified method
The very first one being is the lack of a proper method. It is often hard to find credible, let alone functional, information online. Most methods are primitive and those that aren’t, are typically outdated.
The API Is Not For Everyone
The second issue is that not everyone understands how to use the ever-so-popular API method. In fact, it is much more expensive to get a freelance developer than to use a paid service. The person has to know the source and target platform from the inside. Otherwise, you will be paying for someone to learn in the process.
Lastly, you have issues with compatibility. Sometimes you are able to get the migration file ready just to stumble on another wall, which is an incompatibility. This poses a ton of problems and no, an automated editor won’t cut it, these things are typically very varied in structure and are pretty much tied to your organization. Alright, now that you know the complications, we can finally discuss the methods themselves.
Exporting Data From Salesforce Service Cloud
As some of you already know, by far, the easiest way to move information from one place to another is using a downloadable file. It could be anything from JSON to CSV to XML. This leads us to the export options found in Salesforce. The company provides multiple ways of doing it but so far, the easiest one is to the Data Loader option. However, keep in mind that this feature is only available in Professional, Enterprise, Performance, Unlimited, and Developer Editions of the platform. If you are using a legacy system then keep reading as we have a solution for that as well.
So, once you’ve fired up the Data Loader by entering your Salesforce credentials, you need to head over to your info and manually select what you want to move. There is also a button to select all entities at once in case you need it.
Once you’ve finished picking your stuff, you then need to hit the “Next” button. Also, in case you couldn’t find your stuff, you could always use the “Show All Objects” button. Anyways, you then pick what format you want your data to be exported.
Pick whatever format you like and move on to the next step which is creating a Salesforce Object Query Language (SOQL) for the data export. And that’s pretty much it, let’s move on to the Zendesk, Salesforce import process.
Zendesk and Salesforce Compatibility
Okay, before you go in and start searching where the import menu in Zendesk is located, hear us out. The file you have in hand is only half-baked and requires some serious editing for it to be recognized by the Zendesk system.
That is right, despite the fact that Zendesk and Salesforce Integration is a thing, the file structure is completely different and requires a lot of time for it to be properly edited. In any case, if you have a ton of data from different departments, we suggest that you skip to the next method as this one will take you forever to do.
In case you have a bunch of contacts and lines to move, what you need to do is format the file to meet the required standard. There are a bunch of so-called automatic editors but we aren’t entirely sure how good they are and even if they work. We suggest that you stick to conventional means and follow this guide.
Also, if your file has more than 2000 rows, you’ll have to divide it into several parts and move it manually one by one. It is quite a lengthy process and not everything will be as easy as one-two-three but you will be able to move stuff eventually.
If editing a file all day long is not an option for you (understandably to be honest) you can always use our migration service. Yes, it is a paid option but trust us, you will save more time and money using our migration system than paying a freelance software engineer to do this for you using the API.
Besides, one of the best things about our method that it doesn’t involve any kind of file at all. You simply, pick what platform you want to move from and to, fill out basic credentials (in case the system requires more info, you will be asked to provide it), and select what items you would like to move.
Whether its knowledge base elements such as articles, authors, and categories or stuff such as tickets, agents, and contact information. With our solution, you will be able to move just about anything you want.
Finally, it is not limited to Salesforce Service Cloud and Zendesk. If you’re evaluating other vendors, you can use our Free Demo to give them a proper test. Our tool will import 20 tickets to the selected destination.
While you can move your data using the file method, you just have to keep in mind that it will take you ages to complete. Plus there are the different field variables you have to take into consideration, moving things can, indeed, be a nightmare.
However, with our data migration tool, you will get started with Zendesk much sooner. If you have any questions about Salesforce to Zendesk migration, leave us a message. Our experts will get back to you in no time!
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