MS SharePoint / SQL refers to Microsoft Sharepoint, a web-based collaborative platform, being used in tandem with Microsoft SQL Server to provide business intelligence analytics and reporting. They can provide BI content such as data connections, reports, scorecards, dashboards, and more.
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Zendesk Explore
Score 8.5 out of 10
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Zendesk offers Explore, a business intelligence and customer analytics tool which integrates with the Zendesk suite featuring ticket analytics, custom fields, dashboards, and other features. Zendesk is migrating customers of the BIME analytics product, which is approaching end of support, to Zendesk Explore in 2019.
As I mentioned in my previous answers, MS SharePoint is very useful as a shared drive for the organization and is very easy to manage. It also helps us import data from SharePoint directly into PowerBI for creating reports. According to my understanding, only share link features should be improved.
Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports. In addition, if you know basic coding or SQL, you can create your own metrics and attributes to capture extremely specific elements such as the tickets that contain a certain word or etc.
As with most "suite" products, if you already use other Zendesk features (Chat, Talk, etc), then Zendesk Explore adds an extra facet to the customer experience. The more we know about our clientele, the better we can understand/anticipate their needs.
I like that we can get as in-depth as we feel is necessary. For example, is just one customer having an issue? Or are many experiencing a similar problem? We can better rack this type of trend using Explore.
Our team can dive deep into the data based on exactly what we're looking for. If the marketing team wants a certain kind of segment, we can give them that info. If we want to sort by date or another set of parameters, we can do that as well.
Flexibility: the platform is somewhat limited for the creation of "non-standard" metrics
It is complicated to create dashboards with no previous Zendesk Explore knowledge
The reliability of Zendesk Explore has not been great: we had at least 5 situations when the dashboard was not showing data and had to approach Customer service for support
This was a long-term buy-in from a corporate perspective, to remain in the SharePoint space. Migration is certainly possible, which is good for planning and having options further out. At this point, the only planned migration is to eventually move the architecture up to SharePoint/SQL 2013. At that point, we will be able to leverage some greater efficiencies, some enhanced content design and management features, and some more current social features. It is well worth a full consideration in any shop looking at a new implementation of or migration to SharePoint (although you will probably be considering 2013 versions or beyond in those discussions), but the platform should be a strong competitor to any alternatives. Realizing the capability of a fully-branded and customized website was not part of the original choice for the architecture at Lincoln, but seeing it implemented and functioning now with this capacity far beyond original expectations has certainly cemented plans to continue using it.
As stated in numerous slides before, asking the same question, SharePoint is the ideal software when working in a fast-paced, team-oriented environment. It is very easy to share large files (PDFs, documents, blueprints) and collaborate with team members inside and outside of our base office.
As previously mentioned, Zendesk Explore is easy to use. There are lots of materials in Zendesk Community. In addition, the live support will also help a lot in learning Zendesk Explore, especially for beginners. Zendesk Explore might be difficult at first to learn, but anyone could learn it in just 7 days. Once the fundamentals are locked in, moving from that place to becoming an amateur at Zendesk Explore is extremely easy. Lastly, if you know basic coding and SQL, you can be a pro at it already.
I've only had to call in to support on one occasion but they were able to work though our issue and find a solution that did fully resolve the issue in a timely manner. I can't always say the same about support from other companies so it was a refreshing change to have support that did help.
Support for all of Zendesk has exceeding my expectations. This company will always get a 10 out of 10 in my book. Any question you have they make sure you have the answer plus a step-by-step guide on how to do each step so you are set up for success!
At the time of the two large projects, SharePoint was the enterprise solution so we were required to use that. We have since lobbied the enterprise teams to review and consider Atlassian Confluence and were successful. Confluence is cheaper than Sharepoint which is why we wanted to bring that in. The enterprise has now made Confluence an enterprise solution as an alternative to SharePoint. After using both I think SharePoint has many more add-ins than Confluence. It has much more customization ability than Confluence. SharePoint is not good for mobile readiness. Confluence is so there is a difference that might lead you to Confluence over SharePoint. I would also say that SharePoint is very document-centric and that Confluence has better KM than SharePoint does. even with the use of SQL Server. We were told that we could not use Google Drive even though it had features we liked.
Zendesk Explore is more user friendly and the software plus maintenance cost is less. The report section is more detailed and no lag while creating report for a large data source. The report segments and formats are editable which make it more convenient to make a report according to a requirement for an individual.
