Migrate from Dynamics 365 Customer Service to HubSpot Service Hub

Dynamics 365 Case records map to HubSpot Service Hub Tickets with the incident ID preserved in hs_alliance_vendor_code or an equivalent custom property, ticket subject from title, and description from the Case body. Case status (Active, Resolved, Cancelled) maps to HubSpot Ticket status (Open, Closed, Deleted) with a custom hs_case_status__c field preserving the original Dynamics state. Dynamics 365 priority (Normal, High, Critical) maps to HubSpot priority. HubSpot does not have a native SLA timer on Tickets; SLA breach times migrate as a custom datetime property and the SLA definition migrates as a separate JSON spec document for the customer to implement manually or via a marketplace SLA app.

Dynamics 365 CE Contact records migrate to HubSpot Contacts. The primary email address is used as the dedupe key. Communication preferences (emailoptout, donotpostalmail) map to HubSpot's hs_email_optout and associated subscription properties. Contact hierarchy (reports-to relationships) migrates as a custom hs_reports_to__c field since HubSpot does not have a native contact hierarchy object.

Dynamics 365 Account records map to HubSpot Companies. The account domain name becomes the Company website field. Account-Customer and Account-Partner relationship types from Dynamics do not have a direct HubSpot equivalent and migrate as a custom hs_relationship_type__c property on the Company record. Parent Account hierarchy (Account hierarchies with a top-level root) migrates to HubSpot Company parent-company linkage with a custom hs_parent_account_id__c field for the original Dataverse parent reference.

Dynamics 365 Knowledge Articles migrate to HubSpot Knowledge Base articles with title, body content, language, status (Draft, Published, Archived), and version number preserved. Dynamics article category taxonomy (hierarchical knowledge categories in Dataverse) flattens to HubSpot Knowledge Base categories because HubSpot does not support nested category hierarchies. We export the original category path as a custom property hs_article_category_path__c so the customer can reconstruct the taxonomy manually if needed. Article attachments migrate as HubSpot Knowledge Base file attachments.

Dynamics 365 SLA definitions (first response time, resolution time, business hours, pause conditions, warning thresholds) are exported as a structured JSON specification document per active SLA. HubSpot Service Hub does not include a native SLA engine at any tier; SLA enforcement cannot migrate as live data. We deliver a written spec for each SLA that the customer uses to configure manual SLA tracking, a third-party SLA app from the HubSpot marketplace, or a custom HubSpot Workflow to send deadline reminders. The active SLA instance on each open Case migrates as a custom property on the Ticket holding the SLA name and breach datetime.

Dynamics 365 Entitlements represent support contracts with allocated hours or case counts, channel restrictions (email, phone, chat), and remaining balance. The entitlement name, terms, and remaining balance migrate as custom properties on the HubSpot Ticket (hs_entitlement_name__c, hs_entitlement_hours__c, hs_entitlement_channel__c). The contractual enforcement logic (restricting channel access when hours are exhausted) does not migrate because HubSpot does not have a native entitlement enforcement engine. We document each Entitlement as a written record for the customer to rebuild inside HubSpot via Workflows or a marketplace entitlement app.

Dynamics 365 Email activities linked to Cases migrate to HubSpot Conversations with email type. The email body, subject, from, to, cc, and timestamp migrate. Activity parties (from, to, cc) resolve to HubSpot Contact or Company records by email match. For Emails linked to Cases, the Conversation attaches to the corresponding migrated Ticket via hs_ticket_id__c. Large email volumes use HubSpot's Conversations API with batch operations and retry on rate limit responses.

Dynamics 365 Phone Call activities map to HubSpot Conversation records with type call. Call duration (durationinminutes) and disposition (callpoutcome) migrate to HubSpot call duration and disposition properties. Call recording URLs from Dynamics do not link automatically in HubSpot; we migrate the recording URL as a custom property and flag that the customer needs to re-host or re-link recordings in HubSpot's supported storage if the source URL is not externally resolvable after migration.

Dynamics 365 Task activities linked to Cases migrate to HubSpot Engagements as Tasks attached to the migrated Ticket or Contact. Task subject, description, priority, due date, and status map directly. Task owner resolves to a HubSpot User by email match. Activities with no parent Case link directly to the Contact.

Dynamics 365 Appointment activities (meeting records with start time, end time, location, required and optional attendees) migrate to HubSpot Meeting engagements. Start and end timestamps preserve the original scheduling data. Required attendees resolve by email to HubSpot Contacts; optional attendees migrate with an indicator flag. HubSpot Meeting engagements attach to the Contact or Ticket record using the hs_meeting_target_id__c property carrying the original regardingobjectid.

Customers extending Dynamics 365 Customer Service with custom Dataverse tables and columns require a schema inventory before migration. We document every custom table, its columns, and data types, then map each to a HubSpot equivalent: text fields to single-line text, option sets to dropdown or radio selection, decimal numbers to number properties, and booleans to checkboxes. Lookup relationships from custom Dataverse tables that reference standard tables (Contact, Account, Case) resolve to HubSpot association properties. Multi-select option sets require a value translation table since HubSpot does not have a native multi-select property type without Data Hub. We pre-create the destination custom properties in HubSpot before record migration begins.

Dynamics 365 Notes stored on the annotation table attached to Cases, Contacts, or Accounts migrate as HubSpot attachments on the corresponding Ticket or Contact. Note text and title preserve. Large file attachments are chunked through the Dataverse Web API within the per-request size limit and uploaded to HubSpot via the Files API. Each attachment maintains its parent record linkage (regardingobjectid) so that the correct Ticket or Contact in HubSpot carries the attachment. Annotations stored in SharePoint or external blob storage via Dynamics' document management integration require a separate re-upload step because the external URL references will not resolve post-migration.

Power Automate cloud flows that trigger on Case create, update, or status change cannot be exported as migration data. We inventory every active cloud flow, document its trigger conditions, actions, branches, and downstream dependencies, and deliver the inventory as a structured spreadsheet. The customer uses this to rebuild the equivalent logic in HubSpot Workflows or with a HubSpot partner. Flows that interact with external systems (SharePoint, Dataverse tables, Microsoft 365 services) may require a third-party integration or webhook rebuild.

Customer Voice survey responses linked to Cases via Activity records migrate as ticket properties (hs_survey_score__c, hs_survey_responses__c JSON payload) on the corresponding HubSpot Ticket. The survey response timestamp and respondent contact migrate. Survey definitions themselves reside in Customer Voice and are not portable to HubSpot; the Help Desk Migration connector lists Customer Voice as a non-migratable entity. We document the source Customer Voice survey URLs so the customer can recreate equivalent surveys in HubSpot's built-in surveys tool or a third-party alternative.