A professional services firm needed to consolidate their customer knowledge base from Zendesk into Salesforce Knowledge so agents could work in one platform and customers could search one canonical source. Content migrations look simple until you try to execute one; Madison Ave brought the scars of having run this playbook internally and applied it cleanly for the client.
What We Delivered
Full migration of the corporate knowledge base from Zendesk to Salesforce Knowledge, including content restructuring, taxonomy redesign, and a search-optimized metadata strategy.
What That Actually Looked Like
- Zendesk audit. Full inventory and categorization of existing knowledge content. Surfaced stale articles, duplicates, and coverage gaps before anything moved.
- Content restructuring. Taxonomy redesign for Salesforce Knowledge architecture. Categories, data categories, and article types mapped to how agents actually search, not how the legacy system happened to be organized.
- Search optimization. Metadata and tagging strategy for unified agent access. Synonym rules, featured articles, and article visibility logic tied to user profiles and case context.
Why It’s Credible
This migration was executed by a team that has lived the same migration internally. Every decision, from article type design to search weighting, came with firsthand operational insight, not a generic migration playbook.
The Shape of the Outcome
Agents stopped toggling between systems. Search relevance improved because taxonomy matched real service workflows. Knowledge became an asset the team actually used instead of a dumping ground.
Why We Can’t Say More
Client is held under confidentiality. Pattern is repeatable, and we’ve done versions of it for other service orgs. If knowledge migration is on your roadmap, we can walk through the approach in an intro call.