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External Helpdesk

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Not in scope for the current project.

Summary​

AANP is evaluating the transition of its Helpdesk system from Zendesk to Salesforce Service Cloud for External Users. However, at this time, the transition is not in scope. The requirements for external user support are similar to those already identified for internal users, but due to current resource constraints and prioritization, AANP will continue utilizing Zendesk for external support operations until further notice.

Background​

AANP has successfully utilized Zendesk to manage support requests for both internal and external users. While the internal support team is set to transition to Salesforce Service Cloud to leverage its advanced features, the transition for external users will be deferred. This decision ensures that internal processes are fully optimized before extending similar functionalities to the external user base.

Key Considerations​

Internal Transition Prioritization​

AANP’s primary focus is to ensure a seamless transition of internal support operations from Zendesk to Salesforce Service Cloud. This phased approach allows the organization to refine and perfect the support workflows and address any potential challenges in a controlled environment before considering external user migration.

Continuity of Support for External Users​

To maintain consistent and reliable support for external users, AANP will continue to leverage the proven capabilities of Zendesk. The existing system supports a wide range of functionalities, ensuring that member inquiries, account management, and general support needs are met effectively.

Future Planning​

Evaluation and Assessment​

AANP will continuously evaluate the performance and benefits of Salesforce Service Cloud as it relates to internal support. Lessons learned and insights gained from this transition will inform the planning and execution of the eventual migration for external users.

Alignment with Organizational Goals​

The eventual transition of external user support to Salesforce Service Cloud will be aligned with AANP’s strategic objectives and resource availability. This ensures that when the time comes, the transition will be smooth, efficient, and beneficial for both the organization and its members.

Conclusion​

AANP is committed to providing exceptional support to both internal and external users. While the transition to Salesforce Service Cloud for internal users is underway, the support for external users will continue to be managed through Zendesk. This phased approach allows AANP to optimize internal processes first, ensuring a solid foundation for any future transitions.

Next Steps​

  1. Monitor Internal Transition: Continuously monitor the internal transition to Salesforce Service Cloud, capturing key metrics and feedback.
  2. Assess Readiness: Regularly assess the organization’s readiness and resource availability for extending the transition to external users.
  3. Communicate Plans: Keep stakeholders informed about the progress and future plans for external user support transition.

References​

  • AANP Zendesk documentation and existing usage reports.
  • Salesforce Service Cloud documentation.
  • Internal transition plan and progress reports.