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Platform terminology comparison guide

Last Update: Oct 2024 Est. Read Time:
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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.

ConceptKustomerZendeskSalesforce Service Cloud
Conversation ObjectConversationTicketCase
Company ObjectCompanyOrganizationAccount
Customer ObjectCustomerUser/CustomerContact/Customer
Custom ObjectKObjectCustom Object BetaCustom Object
ShortcutShortcutMacroMacro
Dynamic TextDynamic textDynamic Text
Merge Fields
WorkflowWorkflowTriggers, AutomationsRules/Workflow
TwitterTwitter MessagesTwitter TicketsTwitter Cases
Snooze StatusSnoozePending, On HoldPending
Done StatusDoneSolvedResolved
Agent WorkspaceAgent WorkspaceAgent InterfaceAgent Console
Collaboration UsersCollaboratorsLight AgentsFlex time
TeamsTeamsGroupsGroups
SearchesSearchesViewsFilters / Queues
Push WorkQueues & routingPlay ModePlay / Omni-channel routing
Internal NoteNoteNoteNote / Chatter
ReplyReplyExternal ReplyResponse
Proactive chatProactive chatChat TriggerAutomated Chat Invitation
TagsTagsTagsLabels / NA
Knowledge BaseKnowledge baseZendesk GuideKnowledge
Object ViewsObject Views / Klass Views
LayoutsPage Layouts
Integration ViewInsight CardZen PluginCanvas