Migrate from Pega Platform to Zoho CRM

Pega work objects and cases map to Zoho Deals as the primary case-carrying record. The original Pega case ID is preserved in a custom field (Case_ID__c) so the link to the source system is traceable. Case description maps to the Deal Notes field or a custom field depending on length and structure. This is the central mapping of the migration.

Pega assignments — each representing a unit of work routed to an operator — map to Zoho Tasks. The assigned Pega operator maps to the Task Owner in Zoho, resolved by email match against Zoho Users. Assignment status (Open, Resolved, Pending) is mapped to Zoho Task status (Not Started, Completed, Deferred). Priority levels map to a custom pick-list field on the Task.

Pega data pages storing custom business objects (e.g., Claims, Policies, Members) require Zoho custom modules since Zoho standard modules don't cover domain-specific Pega data structures. We flatten Pega's nested property groups into Zoho custom module fields with lookup relationships to the parent Deal or Contact. Complex multi-level hierarchies may require simplification during migration.

Pega case priority levels (Critical, High, Medium, Low, or custom values defined in the Pega case type) require a custom pick-list field on the Zoho Deal module. Value-by-value mapping is applied; any Pega priority values that have no Zoho equivalent are preserved as-is and flagged for admin review.

Pega case status values (New, In Progress, Resolved, Closed, Cancelled, or custom values) map to Zoho Deal Stage pick-list values. Not all Pega statuses translate directly to the standard Zoho stage set — custom stage values are created in Zoho before migration and mapped value-by-value.

Pega operator records contain user name, email, operator ID, and role/access information. During migration, FlitStack matches operator email to existing Zoho Users by email lookup. Pega role and access-rule data does not have a native Zoho equivalent — it is preserved as a custom field (Original_Pega_Role__c) for admin reference after go-live.

Pega Work Groups are collections of operators used for assignment routing and workbasket distribution across the organization. Each Work Group name is pre-created as a Zoho Team before migration, ensuring the group structure exists as a routing target. During assignment migration, Pega assignments that reference a Work Group are linked to the corresponding Zoho Team via a custom field (Work_Group__c), maintaining routing continuity in Zoho Task and Deal assignment workflows.

Pega file attachments on cases are extracted and re-uploaded to Zoho Files, related to the corresponding Deal record. Zoho's 25MB per-file limit is enforced; files exceeding the limit are flagged for splitting or alternative storage. Inline images embedded in Pega case notes are extracted and re-hosted separately as Files.

Zoho Deal records receive a CreatedDate field set at migration time. The original Pega case create timestamp is preserved in a custom datetime field (Original_Case_Create_Date__c) so historical reporting continuity is maintained — reports can sort by original creation date rather than migration date.

Pega SLA deadlines attached to assignments have no native Zoho equivalent — Zoho Tasks do not have an SLA timer field. We preserve the SLA deadline as a custom datetime field (SLA_Deadline__c) on the migrated Task so admins can reference the original commitment date in Zoho reporting.

The last-modified timestamp from the Pega case is preserved in a custom field (Original_Case_Last_Modified__c) for audit continuity and historical tracking. Zoho's native Last Modified Date on the Deal will reflect the migration run date, but the custom field retains the actual last modification timestamp from Pega, including the date and time when the case was last updated before extraction. This ensures audit reports and compliance records maintain the original modification history across systems.

Pega case notes and comments associated with a work object are extracted and mapped to the Deal Notes field in Zoho. If notes contain structured data or exceed the standard notes field length, a custom multi-line text field (Original_Case_Notes__c) is created. Rich-text formatting is preserved where the target field supports it.