Today, customers are at the heart of every business, driving growth and success. This is why companies are also realizing the importance of the customer experience. In fact, the forecasted growth of the customer management market by a CAGR of 15.4% shows increasing CRM integration practices with sales platforms. This is where Zendesk Salesforce integration can help you.
Both Zendesk and Salesforce are leaders in their respective fields. Zendesk excels in customer support, while Salesforce is a powerhouse in sales management. Combining Salesforce with Zendesk can help streamline processes, improve decision-making, and create better customer experiences.
Want to make the best use of both platforms? Consider this your best Zendesk Salesforce integration guide, where we help you understand how to implement this integration effectively.
Before starting the integration, you have to ensure a lot of things. Firstly, check if the admin can access both Zendesk and Salesforce accounts. Now, to set up this integration, start by :
After installation, the next step is configuring the Salesforce integration services. With this configuration, your support agents can access Salesforce details directly from Zendesk, allowing them to respond faster and make better decisions.
Here are the simple steps to set up integration settings.
Link Zendesk entities such as tickets, users, and organizations to their respective Salesforce objects like cases, contacts, and accounts. This mapping ensures that the respective data is correctly associated with both systems.
You can set up your Zendesk triggers to send updates to Salesforce based on ticket status, priority, or category.
Decide if you want Salesforce data visible within Zendesk tickets. If you do this, remember to give your agent viewing permission.
Configure the integration to support real-time updates, ensuring immediate data synchronization between platforms.
Field mapping is all about how information is shared and stored in a database. It allows for easy data transfers between Zendesk and Salesforce. Consider the following elements while mapping fields in Zendesk and Salesforce:
Start by making a list of data fields that you need to sync. Suppose you have a past customer sales history. The key fields for this would include the customer name, email ID, phone number, and Ticket ID.
By using the field-mapping feature, you can match Zendesk fields to the appropriate Salesforce fields. This way, only the right information is sent to the right places.
Now, you must set up some automation rules. In fact, you can establish your own personalized rules for automation. Such as creating Salesforce leads when new tickets are submitted in Zendesk or updating Salesforce case statuses based on Zendesk ticket resolutions.
Lastly, whatever rules you create above, you have to implement those rules. Validation is important to check for:
As the term suggests, bi-directional syncing synchronizes updates from one platform to another. Backing up Zendesk data will sync it with Salesforce.
This ensures that both Zendesk and Salesforce have the latest information, keeping your teams aligned and your data consistent across both platforms. All you have to do is:
Nearly 79% of businesses saw higher ROI and increased customer retention by integrating automated testing for their software. Therefore, testing is essential to see if the data accurately synchronizes on both - Salesforce and Zendesk.
Always conduct tests in a sandbox (testing) environment so that any errors do not impact live data.
Create new customer records in Zendesk. Then, submit test tickets with these three scenarios:
Ticket creation
Ticket Updation
Ticket Closure
Create, update, and close a ticket in Zendesk, and check if the respective statuses are reflected in Salesforce or not.
Verify whether all mapped fields transfer data accurately between platforms. Also, note down the frequency by which data is getting transferred.
No process is without disruptions. So, keep an eye out for any error messages that may arise while transferring data between Zendesk and Salesforce.
Now, before you go live, do one last check to make sure everything runs smoothly.
Do a complete run with real data and actual users. It's better to catch any errors before launch day.
Data breaches are becoming so common that failing to protect customer data can cost companies millions of dollars. Take a moment to double-check user permissions and security protocols. Ensure that sensitive data is only accessible to people who need it.
At the end of the day, your team will be the one using the system every day. So, you must train them well until they are comfortable with the new setup.
Maintain detailed documentation for all the steps, potential hiccups, and fixes. This will help in future reference and troubleshooting.
Once satisfied with the setup, activate the integration
Watch how data moves between Zendesk and Salesforce in real-time.
Touch base with your teams and gather their thoughts on the integration. This will help you spot any areas that might need improvement.
That said, we are at the end of our Zendesk Salesforce integration guide. Integrating these two software into a unified platform can reap many benefits, including improved data visibility, managed customer relationships, better team collaboration, and higher work productivity.
Meanwhile, if you are looking for professional help, trust Minuscule Technologies. As a certified Salesforce partner, you can expect customized solutions that match your business needs, 24/7 after-sales support, and performance optimization and maintenance services.
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