Migrate from RSoft CRM to Salesforce Sales Cloud

RSoft Company records map directly to Salesforce Account. Company name, industry, size tier, address fields, and owner map to the corresponding Account fields. The Company record ID is preserved in a custom field rsoft_company_id__c for audit traceability. Account is imported before Contacts so that AccountId is available at Contact insert time, satisfying the lookup relationship without orphaned records. Deduplication uses Company name as the primary key.

RSoft Contact records map to Salesforce Contact with a 1:1 field mapping: name, phone, email, address, and lifecycle stage transfer directly. Custom contact properties beyond the plan tier limit (5 custom fields on Standard and Advanced) require a migration decision during scoping — we list each excess custom field with its RSoft value and the customer's choice of destination custom field or archival. The RSoft Contact-to-Company link maps to AccountId via the Account lookup resolved in the previous phase.

RSoft Leads map to Salesforce Lead. Lead source, status, score, assigned owner, and associated activities transfer as standard Lead fields plus custom fields for any scoring data (rsoft_lead_score__c). RSoft's Lead-to-Contact conversion record — the audit trail of when a Lead became a Contact — is preserved in a custom field rsoft_converted_date__c on the Salesforce Contact for compliance and reporting. Owner resolution happens via email match against the Salesforce User table, with orphaned owners flagged to the customer's admin.

RSoft Deals map to Salesforce Opportunity with a 1:1 mapping: pipeline stage maps to Salesforce StageName via an explicit stage translation table created during schema design; deal amount, probability (rounded to Salesforce integer percentages), expected close date, and owner transfer directly. The RSoft pipeline name maps to a Salesforce Record Type on Opportunity that we provision during schema design. Multi-pipeline RSoft accounts get one Record Type per pipeline, each with its own Sales Process whitelisting the relevant stages.

Each RSoft pipeline stage — with its name, position, probability, and reorderable order — is extracted during scoping and mapped to a Salesforce Stage value within the corresponding Sales Process. Stage probability percentages transfer from RSoft to Salesforce StageProbability. Stage-specific automation triggers do not export from RSoft; we document each trigger's logic (condition, action, delay) in the workflow inventory so the customer's admin can rebuild it as a Salesforce Flow record-triggered flow post-migration.

RSoft call activities (calls logged against Contacts, Leads, or Deals) map to Salesforce Task with TaskSubtype = Call. Call disposition, duration, and recording URL transfer to custom Task fields. Activity timestamps are preserved by setting ActivityDate to the original RSoft log date, maintaining the activity timeline sequence. Note that RSoft IVR call recordings and autodialer call logs are stored in a separate telephony module and do not appear in standard CSV — we flag this gap and arrange a separate file transfer if the customer has requested the data.

RSoft email, SMS, and note activities logged against Contacts, Leads, or Deals map to Salesforce Task records (for activity tracking) and Salesforce ContentNote (for the actual text content). Email body and SMS content migrate as ContentNote Body; the Task record carries the activity timestamp, subject, and owner assignment. RSoft email deliverability issues reported by reviewers mean we validate each email body for completeness and flag records with empty or truncated content for customer review before insertion.

RSoft Tickets map to Salesforce Case. Subject, status, priority, assignee (owner), and conversation history transfer. RSoft supports ticket creation from email, online forms, phone, chat, and social media channels — these map to Case Origin values in Salesforce. Custom ticket fields beyond the plan tier limit (5 custom fields) are reviewed with the customer before migration, same as custom Contact and Deal fields. WhatsApp-sourced tickets in RSoft are handled via the WhatsApp file transfer, not the standard CSV migration.

RSoft Standard and Advanced plans cap custom fields at 5 per object. We audit every custom field name, type, and value across Contacts, Companies, Deals, Leads, and Tickets during discovery. Fields within the cap map directly to Salesforce custom fields. Fields exceeding the cap are listed in a migration decision document with the customer's chosen action: map to a Salesforce custom field, consolidate into a multi-select picklist, or archive as a CSV export. This audit is done before any data extraction to prevent silent field drops.

Tags applied to RSoft Contacts, Leads, and Deals migrate to Salesforce Topics with TopicAssignment records linked to the corresponding Contact, Lead, or Opportunity. Tags are deduplicated at migration time — if the same tag string appears on multiple record types, we create a single Topic and link it to each record. The customer chooses during scoping whether tags are migrated as Topics (preferred for cross-object tagging) or as a custom multi-select picklist scoped to the individual object.

RSoft Workflows do not export. We deliver a written inventory of every active RSoft workflow with its trigger event (lead creation, stage change, date-based), condition logic, action sequence (WhatsApp message, email send, field update, stage transition), and timing. This document serves as the functional specification for the customer's admin or a Salesforce implementation partner to rebuild each workflow as a Salesforce Flow record-triggered, scheduled, or platform event flow. Workflow rebuild is outside the migration scope.

RSoft does not expose document attachments via CSV export. Files linked to Contacts, Deals, or Tickets must be migrated separately via direct file transfer. We coordinate with the customer to extract attachments from RSoft, organize them by parent record ID, and upload them to Salesforce as ContentDocument records linked via ContentDocumentLink to the corresponding Contact, Account, or Opportunity. This transfer runs in parallel with the record migration and is validated separately.

WhatsApp message history in RSoft is stored in the WhatsApp Business API module and does not appear in standard CSV exports. We do not migrate WhatsApp conversations inline with CRM records. During scoping, we identify which RSoft records have associated WhatsApp activity, coordinate a file export from RSoft support, and transfer message history as PDF or JSON files attached to the corresponding Salesforce Contact or Opportunity. This is treated as a separate deliverable with its own file migration timeline.

RSoft IVR call recordings and autodialer call logs are stored in the RSoft Telephony module and do not export via standard CSV. Call metadata (duration, disposition, sticky agent assignment) is lost unless the customer requests RSoft to provide a telephony data export. We arrange file transfer for IVR audio files separately, linking them to Salesforce Tasks or as ContentDocument records attached to the parent Contact. We flag this gap at scoping so the customer can request the export before RSoft access is revoked.

RSoft user accounts map to Salesforce User records via email address as the match key. We extract the full roster of RSoft users referenced as owners on Contacts, Companies, Deals, Leads, and Tickets. Any RSoft user without a matching Salesforce User is placed in a reconciliation queue. The customer's Salesforce admin provisions missing users (active or inactive based on whether the original owner is still with the organization). Migration cannot proceed past record insertion until OwnerId references are resolved, because Salesforce requires a valid OwnerId on standard objects.

RSoft Standard and Advanced plans hold 25,000 records; Enterprise and Customised hold 50,000. We count total records across all objects during discovery scoping. If the customer's data approaches the plan limit, we develop an archiving strategy: stale records older than a cutoff date are exported as CSV archives stored externally, and only active records are migrated to Salesforce. This prevents hitting the RSoft export limit during migration and reduces the volume loaded into Salesforce, shortening the migration timeline.

RSoft's autodialer (AI-based with unlimited call logs at ₹499-₹999/user/month add-on) stores call outcome data in the Telephony module that does not export via CSV. The autodialer sticky agent feature — which routes follow-up calls to the agent who originally handled the lead — has no equivalent in standard Salesforce; it is typically rebuilt using Salesforce Omni-Channel or a third-party dialer integration post-migration. We document the sticky agent routing logic during scoping for the customer's admin to evaluate against Salesforce's routing options.