Migrate from Fernand to Salesforce Service Cloud

Fernand Conversations map directly to Salesforce Case records. Status (open, pending, resolved, archived) maps to Case Status with a custom picklist that mirrors Fernand's state machine. Priority and assignee migrate to Case Priority and OwnerId respectively, with the OwnerId resolved via email match against Salesforce Users. The Fernand conversation ID is stored in a custom field fernand_conversation_id__c for audit and cross-reference. CreatedAt and UpdatedAt timestamps migrate as Case CreatedDate and LastModifiedDate.

Fernand Replies within a Conversation map to Salesforce EmailMessage records attached to the parent Case. We preserve reply body, author email (mapped to the WhoId Contact or User), creation timestamp, and the internal/external flag. External customer replies map to EmailMessageDirection = Incoming; agent replies map to EmailMessageDirection = Outgoing. AI-generated draft history from Fernand migrates as additional EmailMessage records with a custom draft flag if available from the source export.

Fernand Customers map to Salesforce Contact. Name and email are required fields; email address is used as the primary deduplication key during import. Any Fernand-specific customer properties migrate to custom Contact fields prefixed fernand_ (e.g., fernand_customer_type__c). The Contact is linked to the Case via the Case WhoId field. If the customer has an associated Account in Salesforce, we resolve the AccountId by email domain match; otherwise the Contact is created without an Account link for the admin to reassign post-migration.

Fernand Custom Data payloads (external API responses fetched per conversation) migrate as static custom fields on the Case record. We export the fetched payload JSON or text as a long-textarea field fernand_custom_data__c. The original Custom Data configuration (API endpoint URL, header names, auth tokens, refresh logic) is documented separately and cannot be transferred; the customer's admin rebuilds the integration using Salesforce Flow Call Apex, MuleSoft, or an AppExchange middleware solution. We include the original endpoint configuration in the written inventory deliverable.

Fernand active users (those who can reply to customers) and passive users (collaborators) map to Salesforce User records. We export user name, email, and active/passive status. Active users are resolved by email match against the destination Salesforce org's User table. Passive users without a destination equivalent are documented in a User reconciliation report; the customer's admin provisions any missing Users before the migration run begins. Inactive Fernand users are not provisioned but their reply authorship is preserved on the EmailMessage records.

Fernand conversation tags migrate to Salesforce Case Tags or Labels depending on the destination org's tagging configuration. Tag names and usage frequency are preserved. If the destination uses a multi-select picklist custom field for categorization, we migrate tags into that field. The customer chooses the tag strategy during scoping; we support both the native tagging model and a custom field approach.

File attachments on Fernand Conversations and Replies are downloaded from the source, re-uploaded to Salesforce as ContentVersion records, and linked to the parent Case via ContentDocumentLink. Original filenames and MIME types are preserved. Image attachments sent via the customer widget are included. If the destination org uses Salesforce Files (rather than Attachments), we use the ContentDocument model with appropriate SharingPrivacy settings. Large file handling uses Salesforce's chunked upload approach with retry logic on transient failures.

Fernand supports email and chat channels. These map to Salesforce Case Origin picklist values (Email, Chat). If the destination uses Omni-Channel with additional channel types, we configure the Case Origin picklist during schema setup to match the source channel inventory. Channel information is stored as a custom field fernand_channel__c to preserve the original source channel even if the destination does not natively support it.

Fernand GitHub integration links (URLs to linked GitHub issues) migrate as a text field fernand_github_issue_url__c on the Case record. The issue status at migration time is captured as fernand_github_status__c. The live sync behavior that auto-reopens conversations when GitHub issue state changes does not transfer because Salesforce does not have a native GitHub webhook-to-Case integration. We document the original automation logic in the written inventory so the customer's admin can rebuild it using a GitHub Actions webhook and Salesforce Flow if needed.

Fernand Linear integration links migrate similarly to GitHub links, as a text field fernand_linear_issue_ref__c on the Case. The Linear issue reference and state at migration time are preserved. The auto-reopen automation from Fernand does not carry over; we document the original behavior for the admin to rebuild using Linear webhooks and Salesforce Flow or an AppExchange integration.