Migrate from ConnectWise PSA to Salesforce Service Cloud

Direct map. ConnectWise Company maps to Salesforce Account. Multi-location companies in ConnectWise become Account records with ShippingAddress fields; Salesforce handles the single-account model per customer organization. Parent-company hierarchies in ConnectWise map to Account.ParentId. During migration, we preserve the original ConnectWise Company ID in a custom field on the Account for traceability and future delta syncs. Multi‑address branches are stored using separate Address records or custom address fields, depending on your org's address management approach.

Direct map. ConnectWise Contact (sub-contact) maps to Salesforce Contact. Primary contacts link to Account via AccountId lookup. Contact roles and titles from ConnectWise migrate as custom fields or Title field on the Contact record. If a Contact has multiple roles in ConnectWise, we store each role as a separate custom field to retain the full profile. Email addresses are validated for format before load, and any duplicates are merged or flagged for review.

Direct map. ConnectWise Service Ticket maps to Salesforce Case. The ticket summary, description, priority, and status all translate to Case fields. Original ticket create date preserved as Original_Create_Date__c since Salesforce sets CreatedDate at migration time. Any custom fields attached to the Service Ticket are migrated as Salesforce custom fields with the __c suffix, preserving data type and pick‑list options. The OwnerId is set to the appropriate Queue derived from the ConnectWise board assignment.

ConnectWise Service Board maps to a Salesforce Queue. Each board becomes a Queue where cases are assigned based on Origin or Category. The board's default priority and team assignment translate to Queue routing criteria and Salesforce OmniChannel setup. If a board has multiple sub‑teams, we create separate Queues for each sub‑team and configure OmniChannel routing rules to distribute cases according to skill‑based assignment criteria defined in your service level agreements.

Direct map. ConnectWise Configuration Item maps to Salesforce Asset. The configuration name, serial number, warranty dates, and linked product all migrate. Asset is linked to Account and optionally to Product2 for warranty lookup in Salesforce. During migration, we preserve the original Configuration Item identifier in a custom field for audit trails. If the linked product does not yet exist in Salesforce, we generate a placeholder Product2 record to satisfy the relationship and flag it for later enrichment.

Direct map. ConnectWise Product catalog maps to Salesforce Product2. Product names, descriptions, and pricing units migrate. Salesforce requires ActivationDate and UseLicenseExpirationDate for subscription products. If your ConnectWise product records include custom pricing tiers or volume discounts, we map those to Salesforce PricebookEntries linked to the appropriate Pricebook2, ensuring that quote generation reflects the original pricing logic after migration.

ConnectWise Agreement (SLA tier) maps to Salesforce Entitlement and ServiceContract. The agreement's scope of coverage, business hours, and milestone types translate to Salesforce Entitlement terms and Milestone Type records. Billing frequency in ConnectWise maps to ServiceContract.StartDate and Duration. We also migrate any attached SLA escalation policies as Salesforce escalation rules linked to the Entitlement process, preserving response‑time targets and notifying the designated support team when milestones are at risk.

ConnectWise Time Entry maps to a custom TimeEntry__c object or Salesforce's native TimeSheet (if enabled). Actual hours, billable flag, and internal notes migrate as custom fields linked to the related Case or Project record. If your organization uses the native TimeSheet feature, we configure the TimeSheet object to align with ConnectWise work‑type categories, ensuring that time reporting remains consistent across the platform after migration.

ConnectWise custom fields on any object migrate as Salesforce custom fields with __c suffix. Pick-list values require explicit value-by-value mapping. Custom field type (date, number, text, currency) is preserved based on ConnectWise field definition metadata. During the migration, we generate a field‑mapping spreadsheet that lists each custom field, its Salesforce API name, data type, and any pick‑list value translations, providing a clear reference for future administration and upgrades.

ConnectWise Member maps to Salesforce User. Email-based matching identifies existing Salesforce users. Unmatched Members become inactive Salesforce Users flagged for admin review before migration commits. Role hierarchy from ConnectWise maps to Salesforce Role and Profile assignment. If a Member has multiple system roles in ConnectWise, we replicate those as separate Salesforce Permission Set assignments, allowing granular access control without modifying the core Profile structure.

ConnectWise Knowledge Base articles migrate to Salesforce Knowledge Articles. Article titles, body content, and category assignments translate to KnowledgeArticleVersion. Published status maps to the Article's publish status in Salesforce. If your ConnectWise articles contain embedded images or attachments, we store them in Salesforce Files and link them to the corresponding Knowledge article version, preserving the original media for end‑user access.

ConnectWise invoices and billing records do not have a native Salesforce equivalent. We preserve invoice numbers and amounts as custom fields on the related Account for historical reference, but the financial model must be handled via Salesforce Billing or an external ERP integration.

ConnectWise Projects migrate as a custom Project__c object linked to Account, or as project-level milestones on Cases depending on how the destination org is structured. We deliver the schema plan before migration runs. The migration plan includes a data‑model diagram showing the relationship between Project__c, Cases, and any custom milestones, along with sample SOQL queries for reporting on project progress after cutover.