USE
Implementation scope
Choose the right use cases
Review ticket history, customer questions and operating constraints. Define the expected outcome, information requirements, exclusions and human escalation for each selected request.
Native Zendesk AI agents
Native Zendesk AI agents, built for your support operation.
CRM Scene configures, deploys and continuously optimizes Zendesk’s native AI agents. We bring together approved knowledge, selected customer journeys, authorized actions and clear human handoffs so agents can handle suitable requests within agreed boundaries.
Implementation scopeBuild around the requests your customers actually bring.
Start with useful, bounded journeys. The configuration and available features depend on your Zendesk plan, channels, knowledge and business-system access.
KNW
Implementation scope
Prepare approved knowledge
Improve content structure, coverage and consistency. Agree who owns policies, reviews, access and updates so the agent has dependable information to use.
FLOW
Implementation scope
Configure the native agent
Set up knowledge, conversation behavior, procedures or dialogues where available, and handoff paths. Separate reliable rules from tasks that need language understanding.
ACT
Implementation scope
Connect authorized actions
Where the use cases require it, connect permitted lookups or tasks through actions and API integrations. Define authentication, least privilege, failures and the limits of each action.
TEST
Implementation scope
Test the complete journey
Check answers, connected actions, exceptions and human handoffs against agreed scenarios. Test connected behavior separately where the conversation test widget cannot exercise it.
RUN
Implementation scope
Launch with clear ownership
Agree rollout stages, review measures, escalation owners and administrator handover. Expand the agent’s scope only after the results and operating capacity support it.
Delivery pathFrom an agreed use case to a controlled launch.
01
Assess and bound the work
Confirm the customer journeys, Zendesk capabilities, knowledge readiness, systems, access, owners and acceptance criteria.
02
Configure and connect
Prepare the knowledge, configure the native agent and build only the authorized actions included in the scope.
03
Evaluate and release
Review realistic scenarios and edge cases, verify connected workflows and handoffs, then agree the staged launch and recovery plan.
04
Handover and improve
Deliver operating notes and an administrator walkthrough, then maintain an agreed improvement backlog when ongoing optimization is included.
Illustrative journeyAn order question, an approved lookup, a human exception path.
Design example only, not a client deployment or measured result. An order lookup is an optional integration, subject to identity checks, permissions and agreed scope.
01
Illustrative journey
Understand the request
A customer asks about an order. The native agent uses the configured journey to collect the minimum information needed and apply the agreed verification rules.
02
Illustrative journey
Use an approved source
An authorized action retrieves the permitted status, and approved knowledge explains the next step. Missing, conflicting or failed lookups follow the defined exception path.
03
Illustrative journey
Hand off and review
Requests needing a person are escalated through the configured support journey. Conversation and action outcomes inform knowledge, workflow and handoff improvements.
Ongoing optimizationKeep the agent aligned with your operation.
Within an agreed managed optimization plan, CRM Scene reviews conversation outcomes and delivers approved improvements at a defined review cadence. Monitoring hours and incident response are agreed separately.
Review outcomes and exceptions
Inspect conversations, unresolved requests, recurring knowledge gaps, failed actions and escalation outcomes. Prioritize findings by customer impact and operational risk.
Improve what the agent uses
Update approved content, procedures, instructions, authorized actions and escalation paths. Maintain the approved knowledge and configured behavior the agent relies on.
Record what changed
Maintain a prioritized backlog, approval record, test evidence and release notes. Give internal owners a clear view of the changes and what needs their decision.
Explore managed optimization →Scope and commercial guidanceA defined engagement, with clear dependencies.
Keep the scope proportional to the problem. Native AI implementation and optimization are quoted around your environment; we agree the deliverables, fees and delivery plan before work begins.
Agree the footprint
Name the brands, launch channels, languages, use cases, knowledge effort, integrations, testing and handover included. Additional journeys and content production are scoped explicitly.
Separate the costs
CRM Scene’s professional services are separate from Zendesk licensing, AI usage and third-party charges. Existing public ranges remain indicative guidance for Zendesk and connected support-system work.
See existing pricing guidance →Prepare before expanding
If knowledge, ownership or controls need work first, begin with readiness and governance. Agree the delivery plan after access, approved content and required decisions are available.
Explore AI readiness and governance →Questions before kickoffClarify the service before agreeing the scope.
Yes. CRM Scene configures, deploys and optimizes Zendesk’s native AI agents. Our wider AI practice also designs agents for other business roles and systems; this service focuses on Zendesk customer operations.
No. A knowledge-led agent can start with approved content and a defined human handoff. Authorized actions and API integrations are scoped only when a selected use case needs them, subject to your Zendesk plan and channel capabilities.
We agree realistic customer scenarios, knowledge checks, exception cases and acceptance criteria. Conversation tests are supplemented with connected-action and human-handoff checks where required; the test widget alone does not exercise every connected behavior.
Yes. An agreed optimization workstream can review conversations, unresolved requests, knowledge gaps, failed actions and escalation outcomes, then deliver prioritized improvements with test and release records.
Scope and delivery timing depend on brands, channels, languages, knowledge readiness, use cases, connected systems and approvals. Existing pricing bands provide context for Zendesk services; native AI work is quoted for the agreed scope. Professional services are separate from Zendesk licensing, AI usage and third-party costs.
Readiness and governance define the knowledge, ownership, controls and evaluation needed for an AI initiative. Implementation puts the agreed design into the native Zendesk agent; ongoing optimization maintains it after launch. These can be scoped together or separately.
This service guide is currently available in English. The language menu links to our other language homepages. Tell us your preferred delivery language when enquiring.
What should your Zendesk AI agent help customers do?
Share your current Zendesk setup, the requests you want to support, the knowledge available and where a person needs to stay in control. We will help define the next useful step.