Migrate from ConSol to Microsoft Dynamics 365 Sales

ConSol tickets map directly to D365 Cases (msdyn_incident). The ticket subject becomes Case Title, ticket ID is preserved as Source_Ticket_ID__c, and ticket status is translated through a value-mapping table into D365 Status and Status Reason pick-list values (New, Active, Resolved, Cancelled).

ConSol contacts with an email address map 1:1 to D365 Contacts. Email is the primary key for de-duplication. ConSol contacts without email are flagged for manual review before the migration runs, as D365 requires an email or name combination for Contact creation via API.

ConSol company records map to D365 Accounts. Company name becomes Account Name, domain maps to Website, and industry values are mapped via a D365 Industry pick-list value-mapping table. ConSol's parent-company hierarchy maps to D365 Parent Account lookup. Address and contact information from ConSol company records translate to the D365 Account address composite fields, preserving the full company profile in the target system.

ConSol SLA contracts are multi-row, calendar-aware agreements. In D365, they become an Entitlement record linked to the Account or Contact, with SLA Items defining response and resolution times per priority level. Each ConSol SLA row requires a separate D365 SLA Item; calendars attached to ConSol SLAs must be recreated as D365 Holiday Schedule records. This step requires manual rebuild guidance included in the migration plan.

ConSol priority levels (Critical, High, Medium, Low) are mapped to D365 Case Priority values (1–4) through a value-mapping table. Probability of resolution at each priority is applied as a custom field on Case since D365 doesn't expose this on the base Case object.

ConSol ticket type (Incident, Service Request, Problem, Change) has no direct D365 equivalent. We create a custom pick-list field Ticket_Type__c on Case and map each ConSol type value. D365's built-in Case Type field can alternatively be used if the team standardizes on D365's Incident / Service Request / Case labels.

ConSol's multi-level parent-child ticket chains require flattening: the top-level ticket becomes the D365 Case and sub-tasks are linked via the built-in Related Cases association or a custom Parent_Case__c lookup field. Circular references are flagged before migration. This is the most common schema decision point in ConSol-to-D365 migrations.

ConSol knowledge articles migrate to D365 Knowledge Articles. Article title, body content, and internal notes map to their D365 counterparts. Article publication state (Draft, Published, Archived) translates to D365 Knowledge Article State values. Ticket-to-article associations are preserved as custom Article_Linked_Ticket_IDs__c for manual relinking in D365.

ConSol file attachments are downloaded and re-uploaded to D365's SharePoint document management location linked to the Case, or attached directly to the Case record as a Note with a file attachment. File size limits apply (D365 default 32MB per attachment). Inline images embedded in article or ticket body are extracted and rehosted.

ConSol agent records are matched to D365 System Users by email address. Unmatched agents are flagged with their ConSol UserId preserved in a custom Source_Agent_ID__c field on the Case for manual reassignment. D365's Owner field accepts both User and Team types; ConSol group-based assignments map to D365 Teams.

ConSol custom objects map 1:1 to D365 custom tables. Each custom object requires a D365 custom table to be created before migration; the table schema is delivered in the pre-migration setup plan. Custom object associations that use ConSol's N:N relationship model map to D365 Many-to-Many relationships using intersect tables.