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Plan Your Move to Service Cloud

Learning Objectives

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

  • Identify the members of your implementation team and what roles each plays in your move to Service Cloud.
  • Identify which features you need for your initial launch of Service Cloud, and which you can set up later.
  • List resources for transition planning such as timelines, playbooks, and training material.

Introduction

So you’ve decided to move from Desk.com to Service Cloud. Hurray! Now it’s time to get down to business—it’s time to start planning.

Before you move into the implementation phase of your project, it’s best to have some important pieces in place. These include a solid project team and a set of requirements for go-live. This unit helps you put together a preliminary structure for executing a successful move to Service Cloud.

Gather Your Team

Having the right team members helps ensure your move is super smooth. Including people who understand how your business processes work and are dedicated to ensuring the success of your transition are key to your success. So let’s think about who the primary players are. This is what we recommend:

Role Responsibilities
Why You Need Them
Project manager
  • Tracks project timelines
  • Coordinates meetings and milestones
  • Knows the status of the project at all times
Owns the overall project and keeps your team organized and on track
Service team manager
  • Leader and primary representative of the service team
Knows your service team’s needs inside and out and makes big decisions around service processes
IT department
  • Provides expertise in technical areas of the project
  • Covers IT-related tasks, integrations, customized components, and so on
Executes advanced requirements that contain a technical component
Salesforce admin
  • Knows how to navigate Salesforce
  • Either executes project requirements or works closely with a Salesforce partner to do so
Remains involved even after go-live to maintain the Salesforce org over time

You can have members of your team wear more than one of these hats, but make sure you have an owner for each of these roles. Start thinking about who you want to bring onto your project team.

Map Out Your Project Phases

When it comes to implementing a new solution, there are a lot of components to consider. What do you roll out in Phase 1 versus Phase 2 (or beyond)?

For example, do you need all of those macros moved over to Service Cloud immediately, or is this transition a good time to do some spring cleaning and only migrate the few that your team regularly uses?

It’s important to identify what parts of your service solution to migrate before go-live, and what parts can wait a month or three so that you can transition as quickly as possible without missing a beat.

Here are the core areas of your service solution to consider:

Features
Recommended Phase
Channel: Email
Phase 1
Channel: Phone/CTI
Phase 1
Channel: Chat
Phase 1 or 2
Channel: Social Media
Phase 2
Channel: SMS Text
Phase 2
Filters
Phase 1
Custom Fields
Phase 1
Rule Automations
Phase 1
Email Notifications
Phase 1
SLA Workflows/Entitlements
Phase 1
Omni-Channel Routing
Phase 2
Customer Satisfaction
Phase 1 or 2
Integrations
Phase 1 or 2
Support Center/Community
Phase 1 or 2
Knowledge Articles
Phase 1 or 2
Data Migration (Cases, Contacts, Accounts)
Phase 1

Also consider which of these features you can partially implement and then complete after go-live.

For example, do you need all of your knowledge articles immediately, or are there just a few that are necessary for your initial launch? What about your email notifications?

Create the strategic plan that is most efficient for your team.

Create a Sandbox

Whether you’re completely new to Salesforce or you’re already using Sales Cloud or Marketing Cloud (high five!), first create a sandbox to begin introducing your Service Cloud setup changes. We recommend using a sandbox instead of making changes directly into your live org because you don’t want any of your testing to interfere with real data. A sandbox gives your team a safe testing ground to experiment with setup options. Plus, when you push your changes to your production org, you have a clean slate to start from.

Not a customer of Salesforce yet and don’t have access to a sandbox? Sign up for a 30-day free trial of Service Cloud to test things out.

Resources

Download and review the following resources for your transition planning:

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