How to manage the transition from Desk to Service Cloud with my teams?

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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 article 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:




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:



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.