Migrate from Serviceform to Microsoft Dynamics 365 Sales

Serviceform Leads with qualification status of marketing_qualified or sales_qualified map to Salesforce Lead in Microsoft Dynamics 365 Sales . Leads with confirmed opportunity intent map to Contact attached to an Account. We preserve Serviceform's qualification_score and source_channel properties in custom fields sf_qualification_score__c and sf_source_channel__c on both Lead and Contact for post-migration reporting. The split rule is defined during discovery based on the customer's lead routing criteria.

Serviceform conversation transcripts are re-mapped to Dynamics 365 Activity records. Visitor-to-bot message sequences where the visitor initiated are stored as EmailMessage records linked to the Lead or Contact. Bot-initiated outreach sequences are stored as Task records with a custom subtype sf_bot_initiated__c. Long-form conversation summaries are stored as Note records with ContentDocumentLink to the parent Lead or Contact. Each transcript preserves the original timestamp for activity timeline ordering.

Serviceform form definitions and submission data map to a Dynamics 365 custom entity (e.g., sf_form_submission__c) with fields for each form field mapped to typed Dynamics 365 fields (text, number, picklist, date). Form conditional logic and field visibility rules are not migratable and are documented separately as a Power Automate rebuild specification. If the customer has fewer than ten form types, we offer Note-based storage as an alternative to custom entity provisioning.

Serviceform chatbot flows consist of nodes, intent classifications, and response rules that have no direct Dynamics 365 equivalent. We export the flow structure as a JSON topology and deliver a written specification for rebuilding the flow logic in Power Automate with AI Builder for intent classification. The chatbot flow does not migrate as executable code.

Custom properties attached to chatbot nodes (e.g., product references, routing flags, custom score fields) are extracted as structured key-value pairs and mapped to custom fields on the sf_chatbot_node__c custom entity. Node-level properties that reference other Serviceform records (e.g., linked_lead_id) are resolved through the lead mapping before insert. Custom field API names follow the sf_ prefix convention.

Serviceform user accounts with role assignments (admin, agent, viewer) map to Microsoft Dynamics 365 Sales User records. We match by email address. Serviceform team members who will not have a Dynamics 365 license are mapped to inactive User records so that historical assignment data is preserved without consuming a paid seat.

Live chat session logs (visitor info, agent assignment, resolution status, wait time) map to Dynamics 365 Task records with TaskSubtype = Chat. Session duration, resolution outcome, and agent assignment are stored in custom Task fields sf_chat_duration__c, sf_chat_resolution__c, and sf_agent_id__c. Session records link to the Lead or Contact via WhoId.

Serviceform ATS module applicant records (resume files, candidate profiles, ranking scores) are extracted as a separate data set from core chatbot and lead data. They map to Dynamics 365 Contact records if the customer treats applicants as sales contacts, or to a sf_applicant__c custom entity if the applicant tracking use case is distinct from the sales CRM. Resume files are stored as ContentDocument records linked via ContentDocumentLink.