Buyer relationship administration (CRM) is a vital instrument that organizations preserve to handle buyer interactions and construct enterprise relationships. Zendesk is a CRM instrument that makes it simple for patrons and companies to maintain in sync. Zendesk captures a wealth of buyer information, equivalent to help tickets created and up to date by clients and repair brokers, group discussions, and useful guides. With such a wealth of complicated information, easy key phrase searches don’t suffice with regards to discovering significant, correct buyer info.
Now you should utilize the Amazon Kendra Zendesk connector to index your Zendesk service tickets, assist guides, and group posts, and carry out clever search powered by machine studying (ML). Amazon Kendra well and effectively solutions pure language-based queries utilizing superior pure language processing (NLP) methods. It will probably study successfully out of your Zendesk information, extracting that means and context.
This publish reveals the best way to configure the Amazon Kendra Zendesk connector to index your Zendesk area and make the most of Amazon Kendra clever search. We use an instance of an illustrative Zendesk area to debate technical matters associated to AWS companies.
Overview of resolution
Amazon Kendra was constructed for clever search utilizing NLP. You need to use Amazon Kendra to ask factoid questions, descriptive questions, and carry out key phrase searches. You need to use the Amazon Kendra connector for Zendesk to crawl your Zendesk area and index service tickets, guides, and group posts to find solutions to your questions sooner.
On this publish, we present the best way to use the Amazon Kendra connector for Zendesk to index information out of your Zendesk area for clever search.
Stipulations
For this walkthrough, it is best to have the next stipulations:
- An AWS account
- Administrator degree entry to your Zendesk area
- Privileges to create an Amazon Kendra index, AWS assets, and AWS Identification and Entry Administration (IAM) roles and insurance policies
- Fundamental information of AWS companies and dealing information of Zendesk
Configure your Zendesk area
Your Zendesk area has a website proprietor or administrator, service group directors, and a buyer. Pattern service tickets, group posts, and guides have been created for the aim of this walkthrough. A Zendesk API shopper with the distinctive identifier amazon_kendra is registered to create an OAuth token for accessing your Zendesk area from Amazon Kendra for crawling and indexing. The next screenshot reveals the small print of the OAuth configuration for the Zendesk API shopper.
Configure the info supply utilizing the Amazon Kendra connector for Zendesk
You may add the Zendesk connector information supply to an current Amazon Kendra index or create a brand new index. Then full the next steps to configure the Zendesk connector:
- On the Amazon Kendra console, open the index and select Information sources within the navigation pane.
- Underneath Zendesk, select Add connector.
- Select Add connector.
- Within the Specify information supply particulars part, enter the identify and outline of your information supply and select Subsequent.
- Within the Outline entry and safety part, for Zendesk URL, enter the URL to your Zendesk area. Use the URL format
https://<area>.zendesk.com/. - Underneath Authentication, you possibly can both select Create so as to add a brand new secret utilizing the consumer OAuth token created for the
amazon_kendra, or use an current AWS Secrets and techniques Supervisor secret that has the consumer OAuth token for the Zendesk area that you really want the connector to entry. - Optionally, configure a brand new AWS secret for Zendesk API entry.
- For IAM position, you possibly can select Create a brand new position or select an current IAM position configured with acceptable IAM insurance policies to entry the Secrets and techniques Supervisor secret, Amazon Kendra index, and information supply.
- Select Subsequent.
- Within the Configure sync settings part, present info concerning your sync scope and run schedule.
- Select Subsequent.
- Within the Set area mappings part, you possibly can optionally configure the sector mappings, or how the Zendesk area names are mapped to Amazon Kendra attributes or sides.
- Select Subsequent.
- Overview your settings and ensure so as to add the info supply.
- After the info supply is created, choose the info supply and select Sync Now.
- Select Aspect definition within the navigation pane.
- Choose the verify field within the
Facetablecolumn for the aspect_category.
Run queries with the Amazon Kendra search console
Now that the info is synced, we will run a couple of search queries on the Amazon Kendra search console by navigating to the Search listed content material web page.
For the primary question, we ask Amazon Kendra a normal query associated to AWS service sturdiness. The next screenshot reveals the response. The prompt reply supplies the right reply to the question by making use of pure language comprehension.
For our second question, let’s question Amazon Kendra to seek for product points from Zendesk service tickets. The next screenshot reveals the response for the search, together with sides exhibiting varied classes of paperwork included within the consequence.
Discover the search consequence consists of the URL to the supply doc as nicely. Selecting the URL takes us on to the Zendesk service ticket web page, as proven within the following screenshot.
Clear up
To keep away from incurring future fees, clear up any assets created as a part of this resolution. Delete the Zendesk connector information supply so any information listed from the supply is faraway from the index. Should you created a brand new Amazon Kendra index, delete the index as nicely.
Conclusion
On this publish, we mentioned the best way to configure the Amazon Kendra connector for Zendesk to crawl and index service tickets, group posts, and assist guides. We confirmed how Amazon Kendra ML-based search allows your enterprise leaders and brokers to find insights out of your Zendesk content material faster and reply to buyer wants sooner.
To study extra concerning the Amazon Kendra connector for Zendesk, discuss with the Amazon Kendra Developer Information.
Concerning the writer
Rajesh Kumar Ravi is a Senior AI Companies Answer Architect at Amazon Net Companies specializing in clever doc search with Amazon Kendra. He’s a builder and drawback solver, and contributes to the event of recent concepts. He enjoys strolling and likes to go on brief climbing journeys exterior of labor.
