Set Up SLA with Salesforce - Frequently asked questions
Discover how to set up an SLA based on Salesforce organization or user. Explore common questions and solutions to streamline your Zendesk integration.
Frequently asked questions
How do I set up a Zendesk SLA based on Salesforce user or organization?
To set up a Zendesk SLA based on a Salesforce user or organization, you need to configure syncing and mapping between the two platforms. First, ensure you have a Professional or Enterprise level Zendesk account and the Zendesk for Salesforce app…
What are the prerequisites for setting up a Zendesk SLA with Salesforce?
Before setting up a Zendesk SLA with Salesforce, ensure you meet certain prerequisites. You must have a Professional or Enterprise level Zendesk account, as the SLA feature is only available at these levels. Additionally, the Zendesk for…
How do I configure user and organization syncing in Salesforce for Zendesk SLA?
Configuring user and organization syncing in Salesforce is crucial for setting up a Zendesk SLA. You have the option of a one-time sync or an ongoing sync, with the latter being recommended to keep your Zendesk data current with Salesforce. Once…
What is the difference between Tag Mapping and Field Mapping in Salesforce for Zendesk SLA?
Tag Mapping and Field Mapping are two methods to establish SLAs in Zendesk using Salesforce data. Tag Mapping allows you to choose an existing field in Salesforce to automatically populate a value as a domain name, tag, or note associated with…
How do I establish a tag condition for a Zendesk SLA policy?
Establishing a tag condition for a Zendesk SLA policy involves using the tag value from your Salesforce mapping. Once you have configured syncing and mapping between Salesforce and Zendesk, you will have a tag value based on the user or…
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Customer.io($50M+ ARR)
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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