Integrating Zendesk Knowledge-Base and Salesforce Knowledge

Customer satisfaction plays a key role in determining business success.

In fact, customers are more likely to return if you answer their queries quickly and easily.

This is where a knowledge-base comes into play.

A central repository of information about a product, service, or topic, it enables your customers to self-serve.

In this blog post, we look at how you can integrate your Zendesk and Salesforce knowledge-base.

So, let’s begin!

Why Integrate Zendesk and Salesforce Knowledge-Bases?

There are two scenarios in which you’ll need to integrate your knowledge-bases:

• First, when you are using Salesforce as a centralized knowledge-base, along with a knowledge-base on Zendesk

• Second, when you are planning to migrate data from your Zendesk knowledge-base to Salesforce Knowledge

Challenges in Syncing Knowledge-Base Data From Zendesk to Salesforce

The manual ETL process takes a lot of time, depending on the volume of data that needs to be synced.

You could also face challenges such as:

• Maintaining regular data sync
• Difficulty in retaining articles in Salesforce the way they were on Zendesk
• Discrepancy in the language of the articles
• Difficulty in locating articles after data sync
• Creation of duplicate data after the data sync
• Difficulty in future updates, with the product process not being linear and dynamic

A connector enables you to sync data hassle-free from Zendesk to Salesforce by establishing a thorough connection between the knowledge-bases.

In addition to this, you save time and manual effort with easy data management.

How to Integrate Zendesk Knowledge-Base and Salesforce Knowledge

At Grazitti, we’ve built the Zendesk and Salesforce Knowledge Connector to help you overcome these challenges.

It enables you to:

• Map Knowledge-Base Article Categories
• Store Zendesk Articles in Salesforce
• Auto-Sync Knowledge-Base Articles
• Store Zendesk KB Attachments
• Store Zendesk Article URLs in Salesforce

And here are the features the connector comes packed with:

• Salesforce-Native
• Lightning-Ready
• Advanced Customization
• Improved Data Sync
• 24×7 Customer Support

Wrapping Up

In this blog post, we looked at how you can integrate your Zendesk Knowledge-Base & Salesforce Knowledge.

Integrating your knowledge-bases will enable you to deliver effective customer support quickly and consistently.

Looking to Integrate Your Zendesk & Salesforce Knowledge-Base?