Syncing Knowledge-Base Articles From Zendesk to Salesforce

Zendesk and Salesforce are two of the most widely-used platforms for storing knowledge bases.

While there are multiple benefits of having a knowledge base, it can be challenging to manage two different knowledge bases on Zendesk and Salesforce.

This is where knowledge-based integration comes into play. Integrating knowledge bases enables you to provide a consistently engaging and effective customer experience. 

Read on to learn how Team Grazitti enabled a global provider of cloud-based contact centre software to integrate their Zendesk and Salesforce knowledge base.

Why the Customer Wanted the Integration

The customer was using Zendesk to store their knowledge base articles. As they grew in size, they decided to move to Salesforce Experience Cloud.

In addition to this, they enabled Salesforce Knowledge to host their knowledge base.

What the Customer Wanted to Achieve

The customer’s objective was threefold.

Read on to learn how Team Grazitti enabled a global provider of cloud-based contact centre software to integrate their Zendesk and Salesforce knowledge base.

They wanted to move historical data from Zendesk to Salesforce. They also wanted to retain data on their Zendesk knowledge base.

In addition to this, the customer wanted to sync KB articles from Zendesk to Salesforce. 

Don't forget to check out: Permissions In Salesforce Experience Cloud Explained | Salesforce Communities

Challenges in Integrating Zendesk Knowledge-Base With Salesforce Knowledge

Let’s look at the challenges involved in the integration. First, the Zendesk and Salesforce knowledge-base platforms have different data structures.

Additionally, there were a challenge syncing labels. Furthermore, the WISTIA video links on the customer’s Zendesk knowledge-base were not compliant with Salesforce.

How the Customer Overcame The Challenges in Integration

On the basis of requirement analysis, Team Grazitti suggested that the Zendesk-Salesforce Knowledge Connector would address the customer’s challenges.

Having implemented the connector, the customer was able to move historical data without any loss.

In addition to this, they were able to seamlessly sync their Zendesk knowledge-base articles to Salesforce Knowledge.

Check out another amazing blog by Shubham here: Automate Your Operations by Integrating Salesforce and Jira

Wrapping Up

In this blog post, we looked at how Team Grazitti enabled a global provider of cloud-based contact centre software to integrate their Zendesk and Salesforce knowledge-base.

We talked about what the customer wanted to achieve, the challenges involved, as well as how the Zendesk and Salesforce Knowledge connector streamlined the process.