Migrate from Sercom to Microsoft Dynamics 365 Sales

Sercom contact records map 1:1 to Dynamics 365 Contacts. FlitStack AI resolves the required AccountId lookup by first identifying unique customer values across all Sercom records and building the Account list before Contacts load. Unresolved contacts attach to a default placeholder Account.

Sercom company and customer records map to Dynamics 365 Accounts. FlitStack deduplicates by customer name and domain, then assigns a unique AccountId. Parent–child company hierarchies in Sercom map to the Account.ParentId lookup if available; otherwise they flatten to sibling accounts.

Sercom WorkOrders are split by type: reactive service tickets map to Dynamics 365 Incidents (cases) using the Incident table with CustomerId = AccountId and Title = WorkOrder description. Scheduled or project-based WorkOrders with revenue amounts map to Opportunity. Your admin decides the split criteria before migration validates.

Each Sercom WorkOrder status value — including Open, In Progress, On Hold, Closed, and Cancelled — requires explicit mapping to its corresponding Dynamics 365 option-set integer. FlitStack generates a status translation table during discovery that enumerates every unique Sercom status value and its target integer. Your admin reviews and approves the translation table before migration commits to ensure status transitions in Dynamics 365 reflect the original Sercom state correctly.

Sercom priority levels — Low, Medium, High, and Critical — map to Dynamics 365 priority option-set values using a direct translation. Custom priority labels defined in Sercom require a custom priority field in Dynamics 365 with explicit value-by-value translation for each unique label. FlitStack surfaces the complete Sercom priority inventory during discovery so your admin can determine whether standard mapping suffices or if custom fields are needed to preserve the full priority taxonomy.

Sercom technician or assignee information on a WorkOrder resolves by matching the email address against Dynamics 365 users. FlitStack performs the email lookup during migration and flags any owners that cannot be matched to an existing Dynamics user. Your team either creates a corresponding Dynamics 365 user before migration runs or assigns those WorkOrders to a fallback queue for manual routing after cutover.

Sercom Locations can become separate Account records with Account.AccountType = 'Location', or their address fields can merge into the parent Customer Account. FlitStack surfaces both options and applies your chosen strategy during migration: if N:1 relationship is used, WorkOrder address fields cross-reference the Location AccountId.

If Dynamics 365 Field Service is licensed, Sercom Assets map to the native Asset table with AccountId = parent customer Account. Without Field Service, Assets require a custom Asset table (subject to the 15-table ceiling in Sales Professional) or a custom entity on the Account with serial number, product name, and installed date as custom columns.

Sercom products and service types map to the Dynamics 365 Product table using product name as the primary match key. Products with inventory tracking in Sercom require the Product inventory flag to be set in Dynamics if inventory management is enabled; otherwise they function as non-inventoried items.

Sercom field visit logs, service notes, and technician check-ins map to Dynamics 365 Activities: site visits map to Appointments, phone call records to Phone Calls, and general notes to Tasks. Original timestamps and technician owners are preserved. Attachments on activities re-upload to Dynamics 365 Notes or SharePoint, whichever your organization configures.

Sercom custom fields on WorkOrders migrate as custom columns on the target Dynamics 365 table (Incident for reactive tickets, Opportunity for project WorkOrders). FlitStack creates each custom column in Dataverse before the migration load. Note: if the total custom-column count across all tables exceeds 15 in a Sales Professional destination, Enterprise tier or custom-entity consolidation is required.