Improving customer experience is one of the many ways that you can be a disruptor in your market. Being able to give customers connected, synchronized interactions across all of your platforms means that your customers and your employees will be happier and more efficient.
For example, if a new support ticket comes from a customer through Zendesk and your company also uses Salesforce, why not add that information as a new case in Salesforce? It’s something that, done manually, would take way too long to do for every single ticket. However, if that process can be automated, employees will be able to more efficiently offer support to customers. Also, they will know that all of the data they are seeing in Salesforce and Zendesk (or any other important applications) is accurate. You can even add on to this process to include things like Slack!
See a walkthrough of this integration and automation process below.
Application Event – Zendesk – New Ticket
This card begins the FLO and will trigger it to run every time a new Zendesk ticket is received.
This capability allows your company to run on event-driven architecture through all of your automated processes.
Zendesk – Read User
The Zendesk card here uses the ticket information to find out the ID of the person who submitted the Zendesk ticket. Then, it outputs the User’s URL, Name, and Salesforce Contact ID associated with their account.
Salesforce – Read Contact
The Salesforce card here uses the Salesforce Contact ID from the Zendesk card in step 2 in order to find the id, AccountId, and OwnerId for the Salesforce account. This will be important in the next step for creating the new case based on the Zendesk ticket.
Salesforce – Create Case
Using a combination of the information gathered from the last three cards, we create a Salesforce case attached to the user who submitted the Zendesk ticket originally. In this example, we used ContactId, AccountId, Type, Status, Origin, Subject, Priority, Description, and OwnerId. You could set this up with more or less information, though.
String – Compose
Why not use this automated process to notify employees of new tickets through whatever means they prefer? Here, we compose a String with some of the most important information from the process so we can send it to the employees who need it.
Slack – Send Message to Channel
And here we’re using the String composed in the last step in order to send it to a specific Slack channel.
You could also make modifications to this FLO to include more applications or different information. For example, the Slack card could be modified to send a direct message to the owner of the Salesforce account instead of an entire channel. This could be done by using the Salesforce OwnerId found in Step 3 of the FLO.
This process is able to show off the automation capabilities of Azuqua’s platform and how you can use our integrations to make your company’s architecture more efficient.
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