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Platform terminology comparison guide
Last Update: Oct 2024 Est. Read Time:To check plan availability, see the pricing page.
Now that you've made the switch, it's important to learn the key terms used in Kustomer and how they compare to your previous platform.
Concept | Kustomer | Zendesk | Salesforce Service Cloud |
Conversation Object | Conversation | Ticket | Case |
Company Object | Company | Organization | Account |
Customer Object | Customer | User/Customer | Contact/Customer |
Custom Object | KObject | Custom Object Beta | Custom Object |
Shortcut | Shortcut | Macro | Macro |
Dynamic Text | Dynamic text | Dynamic Text | Merge Fields |
Workflow | Workflow | Triggers, Automations | Rules/Workflow |
Twitter Messages | Twitter Tickets | Twitter Cases | |
Snooze Status | Snooze | Pending, On Hold | Pending |
Done Status | Done | Solved | Resolved |
Agent Workspace | Agent Workspace | Agent Interface | Agent Console |
Collaboration Users | Collaborators | Light Agents | Flex time |
Teams | Teams | Groups | Groups |
Searches | Searches | Views | Filters / Queues |
Push Work | Queues & routing | Play Mode | Play / Omni-channel routing |
Internal Note | Note | Note | Note / Chatter |
Reply | Reply | External Reply | Response |
Proactive chat | Proactive chat | Chat Trigger | Automated Chat Invitation |
Tags | Tags | Tags | Labels / NA |
Knowledge Base | Knowledge base | Zendesk Guide | Knowledge |
Object Views | Object Views / Klass Views | Layouts | Page Layouts |
Integration View | Insight Card | Zen Plugin | Canvas |