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Decide If You're Ready to Move to Service Cloud

Learning Objectives

After completing this unit, you’ll be able to:

  • Describe the time, resources, and estimated cost associated in moving from Desk.com to Service Cloud.
  • Develop an internal plan for moving to Service Cloud.
  • Identify partners and Salesforce contacts to help you learn more about moving to Service Cloud.

Create an Implementation Framework

Changing customer support platforms sure seems like a daunting task, but providing all your stakeholders with the right info at the right time prepares you for smooth sailing.

In this unit, we cover some suggestions for an implementation strategy when working with your main stakeholder groups.

First, identify all the relevant stakeholders in your company who are impacted by or are part of the decision-making process. Typically, these include:

  • Service agents
  • Service team leads
  • IT leads
  • Salesforce admins
  • Business decision makers (directors, VPs, CxOs)

Second, summarize what each stakeholder group needs, identify what you need from each group, and when you need it. The table gives examples of how each stakeholder group is involved in the move to Service Cloud.



Phase


Stakeholder Type
Decide
Plan, Learn
Configure
Test
Launch
Business Decision Maker
Approve customer support requirements for CRM

Make the decision to move to Service Cloud




IT Lead/Salesforce Admin

Learn how to administer Service Cloud
Configure and test Service Cloud
Refine Service Cloud configuration based on user feedback
Service Team Lead
Define support requirements for CRM
Learn how to use Service Cloud
Configure and test Service Cloud
Refine Service Cloud configuration based on user feedback
Agents/Service Users
Provide user and customer input for support needs

Attend user training
Test the Service Cloud implementation and provide feedback
Use Service Cloud for daily support activities

Roles and Responsibilities

Early on in your planning, it’s important to identify which groups and individuals have a stake in the project. Some of these people form your core project group, and others play a role at various points of the project.

To help you identify these people, here are a list of responsibilities:

  • Define and approve service requirements
  • Learn Service Cloud
  • Configure initial setup of Service Cloud
  • Administer long-term usage of Service Cloud
  • Define the data to migrate from Desk.com to Service Cloud
  • Coordinate user testing and gather feedback from your service agents
  • Create new reports and dashboards to measure your service levels
  • Communicate project progress to your stakeholders
  • Coordinate the planning group
  • Project manage the overall move to Service Cloud

Project Timelines

Now that we’ve identified who’s involved in the project, and what roles they play, let’s define your timelines.

Moving to Service Cloud can take anywhere from a few weeks to a few months. It all depends on how complex your setup is, the number of teams involved, and who is going to handle the configuration and data migrations. Once you determine your implementation framework, estimate the amount of time each phase takes to get a sense of your time frame for going live with Service Cloud. Be sure to leave plenty of time for testing, engaging all your relevant stakeholders, and providing relevant training and communications to everyone involved.

Last, but not least, don’t forget about your customers. How does a change in your service solution affect their ability to contact your company? If you’re introducing new contact channels, changing how customers can get in touch with you, or otherwise modifying their experience at all, then it’s a good idea to let them know what your team is working on and what they can expect when the new system goes live.

Conclusion

One question remains: is it better for you to implement Service Cloud with a partner or handle it with in-house resources? The answer to this question depends on your team’s capabilities and time and resources you can commit to the project. Make deciding whether to move to Service Cloud a fun experience by learning more about what it does and involving the relevant stakeholders early on in the process. In the next module, we review considerations for creating an internal implementation team or choosing an external implementation partner.

Resources

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