Migrate from Akio.Cx to Salesforce Service Cloud

Akio.Cx Agent records (role, team assignment, skills, and status) map to Salesforce User profiles. We preserve the team and skill mappings in Salesforce Groups and Skills respectively. Login credentials and password hashes do not transfer; the customer's Salesforce admin provisions User accounts and sends login emails to agents post-migration. If Akio Agent skill ratings exist as numeric values, they migrate to custom fields on the User record until the Skill Management add-on is configured.

Akio.Cx team structures define routing pools and supervisor relationships. We map team supervisors to Salesforce User Role, team members to Salesforce Public Groups, and ticket routing pools to Omni-Channel Routing Queues. The supervisor hierarchy is preserved in the Role tree. Routing rules themselves (IVR-to-queue assignment, priority-based routing) are documented as configuration and rebuilt in Salesforce Omni-Channel or Flow; we do not migrate routing rules as executable code.

Akio.Cx Ticket records map to Salesforce Case. The Akio channel origin (voice, email, chat, SMS, social) migrates to Salesforce Case Origin with the original Akio channel type preserved in a custom field akio_channel_type__c. Ticket status maps to Case Status, priority to Case Priority, assignee to Case Owner (User or Queue), and timestamps (Created, Modified, Closed) migrate to Salesforce Audit Fields. Custom fields on Akio Tickets require pre-migration schema discovery and become custom fields on the Case object.

Akio.Cx Contact records (name, email, phone, company affiliation, and interaction history) map to Salesforce Contact. The Contact's primary company in Akio resolves to a Salesforce Account via Account lookup. Field names vary by Akio.Cx customer configuration, requiring schema discovery during scoping. We generate a field-level mapping table before any data moves, then execute the mapping in Salesforce before importing Tickets so that the Case can reference a valid ContactId.

Akio.Cx individual message threads (timestamps, agent participants, customer messages, internal notes) map to Salesforce EmailMessage records linked to the Case. Thread ordering is preserved by setting EmailMessage dates to the original Akio timestamps. Internal notes migrate to CaseComment or to a custom internal_note__c rich-text area on the Case. The channel type on the parent Case (via akio_channel_type__c) determines whether EmailMessage, a Task, or CaseComment is the appropriate child record.

Akio.Cx distinguishes voice, email, chat, SMS, and social media channels per conversation. Channel type is stored as an enum on the Ticket in Akio and translates to Salesforce Case Origin (Phone, Email, Web, Chat, SMS). The original Akio channel string value is preserved in akio_channel_type__c as a custom field on Case for reporting continuity and audit purposes.

Akio.Cx KB articles with content, categories, and publish status migrate to Salesforce Knowledge article types. We extract article body and title, map Akio categories to Salesforce Data Categories, and preserve publish status as Knowledge article Summary or a custom field. Salesforce Knowledge must be enabled in the destination org; if the customer's KB uses a custom article type schema, we create a matching article type before import. Multi-language article support migrates to Salesforce Knowledge's language variants.

Akio.Cx custom fields on Tickets and Contacts are fully customer-defined and require field-level discovery during scoping. We generate a custom field mapping table that specifies the Akio field name, data type, and mapped Salesforce field API name. Salesforce custom fields are created in the destination org before migration begins. Multi-select, date, numeric, and text custom fields map to their Salesforce equivalents; picklist values require a value-set mapping if the Akio picklist options differ from Salesforce allowed values.

Akio.Cx tags applied to tickets and contacts migrate as string arrays to Salesforce. The customer chooses during scoping whether tags become Salesforce Multi-Select Picklist fields on Case and Contact, or Salesforce Topics with TopicAssignment records. Tags used for categorization and routing logic are better suited to Multi-Select Picklists; tags used for content classification work well as Topics. We do not infer tag-to-Salesforce-field mappings without customer confirmation because the wrong choice creates data integrity issues.

Akio.Cx SLA rules define response and resolution windows per priority level and channel. These map to Salesforce Entitlement Processes (the policy) and Milestones (the individual time-bound steps). We extract the full Akio SLA configuration during discovery, then recreate it as Salesforce Entitlement Processes linked to the Case object via Entitlements. Complex nested SLA conditions (multi-tier response requirements, channel-specific windows) may require simplification or manual configuration in Salesforce because Salesforce Milestone logic differs from Akio's configuration model.

Akio.Cx inbound call routing, queue assignment, and IVR tree structures are configuration data that does not export as executable logic. We extract the routing tree structure as a written configuration inventory describing each IVR branch, queue assignment, and priority routing rule. The customer's Salesforce admin or an Omni-Channel specialist rebuilds the routing logic in Salesforce Omni-Channel Routing or Flow-based IVR. Complex nested routing trees in Akio may require redesign rather than direct translation because the routing models differ architecturally.

Akio.Cx interaction-level metadata (call duration, disposition code, CSAT score, sentiment label, queue wait time) does not map to standard Salesforce Case fields. We preserve these values in custom fields on the Case object (akio_call_duration__c, akio_disposition__c, akio_csat_score__c, akio_sentiment__c, akio_wait_time__c) for reporting continuity and to support post-migration analytics. The Akio Insights CSAT and sentiment values come from Akio's semantic analysis engine; they transfer as stored data points, not as live analytics capabilities.