Migrate from ClearFeed to Salesforce Service Cloud

ClearFeed Tickets map directly to Salesforce Service Cloud Cases. The ticket ID (e.g., CF-12345) is stored as an external ID field cf_ticket_id__c for deduplication. Ticket status (Open, Pending, Resolved, Closed) maps to Salesforce Case Status picklist values that we configure during schema design. Priority, assignee, creation timestamp, and last modified timestamp migrate directly. The full Slack thread URL is stored as a custom text field cf_thread_url__c on the Case.

ClearFeed conversation threads are split into Salesforce CaseComment records for each external message and CaseInternalComment records for messages marked with the lock emoji (internal notes). Thread ordering is preserved by setting CommentDate to the original Slack timestamp. We handle both standard messages and internal notes by checking ClearFeed's message metadata for the internal-note flag before routing to the appropriate Salesforce comment object.

ClearFeed custom fields on Tickets map to Salesforce custom fields on Case. Field types are matched: text fields to Text, numeric fields to Number, date fields to Date, checkbox fields to Checkbox. AI Fields from ClearFeed (auto-extracted via OpenAI) are preserved as read-only custom fields with a cf_ai_extracted__c flag; the extraction logic does not migrate because ClearFeed's AI prompt configuration is not accessible via API.

ClearFeed Collections group related Tickets (e.g., by product line, team, or region) but have no direct Salesforce equivalent. We map each Collection to a Salesforce custom picklist field cf_collection__c on Case, with Collection membership preserved as picklist values. Alternatively, for organizations using Account Teams, we can map Collections to Account Team roles or a custom junction object linking Case to Collection. The customer selects the strategy during scoping.

ClearFeed Agents are mapped to Salesforce Users by email match. The customer's Salesforce admin provisions Users (or confirms existing User records) before migration begins. Any ClearFeed Agent without a matching Salesforce User goes to a reconciliation queue. Role and permission hierarchy differences between ClearFeed (agent role model) and Salesforce (profile and permission set model) are noted but not directly migrated; the admin rebuilds permissions post-migration.

ClearFeed Request Channels (Slack channels, MS Teams, Email, Web Chat, Portal) are mapped to Salesforce Case Origin values. The channel source is stored in a custom field cf_request_channel__c on Case to preserve the full intake channel metadata even when the origin value set does not include all ClearFeed channel types.

ClearFeed Ticket tags are preserved as a Salesforce multi-select picklist field cf_tags__c on Case. Tags are migrated as semicolon-delimited values in the picklist. If the customer uses more than 150 distinct tags, we recommend a separate tagging object with tag-to-case junction records instead.

SLA configurations are migrated only for ClearFeed accounts on Internal Helpdesk or External Helpdesk plans. The Integrations Edition explicitly excludes SLA and service metrics from ClearFeed — in this case, we flag that no SLA data exists in ClearFeed and note that the connected external platform owns the SLA records. For supported editions, SLA Name, Business Hours, and First Response/Resolution targets migrate to Salesforce Entitlement and EntitlementProcess objects.

ClearFeed Forms capture structured request data and auto-fill ticket fields. Form definitions and field mappings are exported as a written specification document. We do not migrate Forms as code because Salesforce Forms use a different data model. The customer's admin rebuilds forms using Salesforce Web-to-Case, Experience Cloud, or Omni-Channel Channel Menu integration.

ClearFeed AI Agents automate FAQ responses and connect to external tools like Okta and HubSpot. AI Agent configurations are platform-specific and not accessible via API. We deliver a written inventory of every ClearFeed AI Agent with its trigger conditions, FAQ response logic, and connected tool references for the customer's admin to evaluate against Einstein Service Agent or a third-party chatbot.