Migrate from Virtual Case Management to Freshsales

VCM client records map 1:1 to Freshsales contacts. Each client gets a Contact record with name, email, phone, address, and custom fields for demographics. If the client has a company association in VCM, we map it to the Account lookup on the Contact record.

VCM agencies and referring organizations map to Freshsales Account records. When a client record includes agency affiliation, we create a corresponding Account and link the Contact via the primary account relationship. Multi-agency clients get one primary AccountId plus Account Contact Relationships.

VCM cases map to Freshsales deals — case name becomes deal name, case status maps to Freshsales deal stage values, case open/close dates map to deal created_date and CloseDate. Each case generates one deal record associated with the primary client Contact.

VCM case status values (Open, In Progress, Pending, Closed, etc.) map to Freshsales deal stage pick-list values. We create a value-mapping table per VCM status, preserving the probability and forecast category from Freshsales stage defaults unless custom stage values are specified.

VCM case workers resolve to Freshsales users by email match. If a case worker does not have a corresponding Freshsales user, we flag the record and assign it to a fallback owner (designated by your admin) so no case lands without an owner in Freshsales.

VCM service records describe what services were delivered under a case. We map these to Freshsales Product records linked to the deal via Opportunity Line Items, or to custom multi-select fields on the Deal object — the choice depends on whether your team needs product-level revenue tracking.

VCM's referral system has no direct Freshsales equivalent. We create a custom module in Freshsales (Enterprise plan) to track referrals with fields for referring agency, referral date, referral status, and linked client Contact. If Enterprise is not the target plan, referrals migrate as Tasks with custom fields.

VCM security levels restrict case visibility by agency across the multi-agency network. We create a custom pick-list field (Agency_Security_Level__c) on the Contact and Deal objects and document sharing-rule requirements in detail. Full sharing-rule setup including field-level permissions, role hierarchies, and record-based access controls is a Freshsales admin configuration task post-migration.

VCM documents linked to cases download and re-upload to Freshsales Files attached to the corresponding Contact or Deal record. File size limits apply (Growth: 2GB/user; Pro: 5GB/user; Enterprise: 100GB/user). Inline images in notes are extracted and re-hosted as Freshsales Files.

VCM case notes migrate to Freshsales Notes attached to the Contact or Deal record. Timestamps and case worker authorship are preserved in the note metadata. If VCM records time-tracked activities such as phone calls, meetings, or site visits, these map to Freshsales Tasks with Type, Subject, and duration fields set accordingly.

VCM custom objects (used for specialized tracking like intake forms or compliance records) map to Freshsales custom modules on Enterprise plans. Custom-object relationships that use VCM's N:N model need junction objects or lookup fields in Freshsales — we document the relationship structure in the migration plan.

VCM tags on clients and cases migrate to Freshsales Tags on the corresponding record. Freshsales uses a flat tag model — nested VCM category hierarchies are flattened to a single tag list, with the full path preserved as the tag value.