Migrate from Faveo Help Desk to Salesforce Service Cloud

Faveo Tickets map to Salesforce Cases as the primary support record. We map ticket status (Open, Pending, Resolved, Closed) to Salesforce Case Status values, priority to Case Priority, assignee to Case OwnerId (resolving the Faveo Agent to a Salesforce User), and the ticket subject and description to Case Subject and Description. Faveo's channel origin (email, chat, WhatsApp) is preserved in a custom Case field channel_origin__c. Ticket type (Incident, Service Request, Question) maps to Case Type or a custom picklist. Threaded ticket conversations migrate as Case Comments or EmailMessages linked to the Case.

Faveo Customers (Requesters) map to Salesforce Contacts. We map name, email, phone, and custom user fields directly. The Faveo customer ID is preserved in a custom Contact field faveo_requester_id__c as a cross-reference for reconciliation. A Faveo Customer's organization association maps to a Contact.AccountId lookup by resolving the Faveo organization name to the Salesforce Account created from Faveo Organizations.

Faveo Agents map to Salesforce Users if they need login access to Service Cloud, or to Contacts only if they are recorded as support contacts without Salesforce seat licensing. We extract agent role (Admin vs Agent), skill-based routing tags, and active/inactive status during scoping. The customer decides which agents receive Salesforce User licenses before we begin production migration. Agent skill tags migrate to a custom multi-select picklist on User (agent_skills__c). Faveo Agent email becomes the Salesforce Username.

Faveo Organizations map to Salesforce Accounts. We preserve org-level custom fields and the org hierarchy (parent-child org relationships) as Salesforce Account hierarchy. The Faveo organization name becomes the Account Name; domain and website map to Account fields. Organization-to-Customer associations are resolved at Contact migration time via the Account lookup.

Faveo Labels (color-tagged categorization via v3/api/label) have no direct Salesforce equivalent. We map labels to Salesforce Tags on Case, and preserve the color metadata in a custom text field case_label_colors__c as a semicolon-delimited key-value string. If labels represent structured ticket categories rather than freeform tags, we flatten them into a custom picklist field on Case and document the color mapping for the admin to apply via Salesforce UI theming post-migration.

Faveo shared custom ticket fields (dropdown, text, date, number types) enumerated via Faveo's Internal API (admin scope required) map to Salesforce custom fields on Case. Field type mapping follows Salesforce's schema: Faveo dropdown becomes a Salesforce picklist, text becomes text, date becomes date, number becomes number or currency. We pre-create all destination custom fields in a Sandbox before migration and deploy via change set or metadata API. Custom Ticket Sections (Faveo's grouping UI for fields) are documented as a naming convention prefix (e.g., sectionname__c) since Salesforce has no section grouping equivalent.

Faveo SLA policies (response/resolution times, escalation rules, matchers) have no documented export format. We capture the full SLA configuration — names, time thresholds, matchers (all/any), and escalation actions — in a written inventory document. Customers use this document to configure Salesforce Entitlement Processes and Milestones manually. The Faveo SLA-to-entitlement mapping document is part of our standard migration deliverable.

Faveo Workflow rules (auto-assignment, status changes, SLA triggers) are stored as condition-action pairs in the database with no export utility. We extract the rule logic — trigger conditions, action types, and target fields — into a written inventory. Customers hand this document to their Salesforce admin or a Salesforce implementation partner for rebuild as Salesforce Flow. We do not migrate workflows as code.

Faveo KB articles migrate to Salesforce Knowledge with article content, category assignments, and publish status preserved. Article body formatting and embedded media may require post-migration review if Faveo's HTML formatting does not render correctly in Salesforce's rich text editor. Faveo article category hierarchies map to Salesforce Knowledge Data Categories where the destination org has Data Category Groups configured.

Faveo canned responses (pre-written reply templates stored globally or per-agent) migrate to Salesforce Email Templates. Template body and usage scope (global vs. agent-specific) are preserved. If the destination org uses Salesforce Lightning email composer, templates are created as Lightning Email Templates. We do not migrate template usage statistics (how many times a canned response was used) as this data is not available in Faveo's export.

Ticket attachments in Faveo are stored in the file system alongside database records. For self-hosted Faveo, we download all attachment blobs, upload them to Salesforce as ContentVersion records, and create ContentDocumentLink records linking each file to the migrated Case. For cloud-hosted Faveo, we download via the Faveo API attachment endpoints and re-upload to Salesforce. File size, MIME type, and original filename are preserved in Salesforce's native file metadata.