Migrate from SmartDesk to Microsoft Dynamics 365 Sales

SmartDesk Accounts (also called Companies) map 1:1 to Microsoft Dynamics 365 Account records. Account name, industry, employee count, website, address, and any custom properties attached to the Account migrate directly. The Account is the first record type we import because Contacts, Deals, and Activities all reference it via lookup.

SmartDesk Contacts carry standard fields (name, email, phone, address, lifecycle stage) and custom contact properties. We perform a direct field-to-field map to D365 Contact. The Contact's parent AccountId is resolved at migration time using the Account name or domain as the matching key. Any SmartDesk custom contact properties must be pre-created in D365 before migration.

SmartDesk Lead records map directly to D365 Lead. Lead Source and Lead Status are preserved as custom fields in D365 if they do not map to standard D365 fields. The migration sequence places Leads before Contacts so that any Leads the customer chooses to convert post-migration have existing Account and Contact targets.

SmartDesk Deals map to Microsoft Dynamics 365 Opportunity. Deal name, value, expected close date, and owner migrate directly. The critical mapping step is stage reconciliation: SmartDesk allows fully custom stage names per Pipeline, while D365 Opportunity StageName values are tied to a Sales Process. We enumerate the source stages during discovery, match them to existing D365 stage values, and flag any unmatched stages for customer review before migration.

SmartDesk Pipelines contain ordered stages that define the sales process. Each SmartDesk Pipeline maps to a D365 Record Type on Opportunity, with the Pipeline's stage sequence mapped to a corresponding Sales Process that whitelists stage values in the correct order. Stage probability percentages transfer from SmartDesk to D365 StageProbability. If the customer has multiple Pipelines, we create one Record Type per Pipeline so that each business unit sees its own stage set.

SmartDesk Tasks attach to Contacts or Deals with assignee, due date, status, and description. We map Task name, description, due date, status, and priority directly to D365 Task. The Task's Regarding (regardingobjectid) is resolved to the migrated Contact or Opportunity record using a lookup table built during the Account and Contact import phase.

SmartDesk Activities include calls, emails, meetings, and notes logged against Contacts or Deals. We map the activity type and route accordingly: call activities become D365 Task with TaskSubtype=Call and CallDurationInSeconds preserved; meeting activities become D365 Event with StartDateTime, EndDateTime, and Location; email activities become D365 EmailMessage records linked to an Activity Task; notes become D365 Note records attached via ContentDocumentLink to the parent Contact, Account, or Opportunity.

SmartDesk supports Unlimited Custom Fields on core objects. We detect all custom field definitions in the source export and produce a custom field manifest listing every source field with its data type, object, and D365 equivalent field name. The customer must pre-create each custom field in the destination D365 org before migration runs begin. We cannot dynamically create custom fields via API during the import. Custom fields that reference picklist values require corresponding Option Set values to be created in D365 first.

SmartDesk Users and Owners referenced on Contacts, Deals, and Activities are mapped by email address. We resolve each SmartDesk Owner against the destination D365 org's User table using email as the matching key. Any SmartDesk Owner without a matching D365 User goes to a reconciliation queue, and the customer's D365 admin must provision the User before record import resumes. This is a blocking dependency for Deal/Opportunity and Activity import.

SmartDesk Tickets link to Contacts and carry priority, status, assignee, and conversation threads. If the destination D365 org has Service Cloud licensed, Tickets map to D365 Case with ticket status mapped to Case Status, priority mapped to Case Priority, and conversation threads migrated as EmailMessage records attached to the Case. If only Sales Cloud is available, Tickets migrate as Notes on the linked Account or Contact with ticket metadata stored in custom fields.