Migrate from FocalScope to Salesforce Service Cloud

FocalScope Tickets map directly to Salesforce Cases. The FocalScope ticket number becomes the Case CaseNumber for reference continuity. Ticket Subject maps to Case Subject, Description maps to Case Description, Priority maps to Case Priority, and Status maps to Case Status with a value mapping from FocalScope's open/pending/resolved/closed states to Salesforce's New/Open/Waiting on Customer/Escalated/Closed. Channel type from FocalScope maps to Case Origin (Email, Phone, Chat, Web). We preserve the original FocalScope ticket number in a custom field focalscope_ticket_number__c for audit.

FocalScope Contacts map to Salesforce Contacts with email as the dedupe key. Standard fields (Name, Email, Phone) migrate directly. Any FocalScope contact custom fields become Salesforce custom fields on Contact. If the FocalScope instance uses a contact type or segment classification, we map it to a custom Contact field or a Contact Sobject Record Type depending on the customer's reporting requirements. Accounts are created in Salesforce before Contact migration so that AccountId lookups are satisfied at insert time.

FocalScope channel types (Email, Voice, Live Chat, Facebook, WhatsApp, Telegram, SMS) map to Salesforce Case Origin picklist values. For each channel, we capture the FocalScope channel account configuration (mailbox addresses for Email, SIP endpoints for Voice) to reproduce routing logic in Salesforce Omni-Channel. Voice call logs from FocalScope (call duration, disposition, recording reference) migrate as Task records with TaskSubtype = Call linked to the Case, with the FocalScope recording URL preserved in a custom field call_recording_url__c.

FocalScope queues with their maximum ticket limits translate to Salesforce Groups (Queues) for case distribution. We extract every FocalScope queue definition including name, agent membership, and workload cap. The workload cap translates to an Omni-Channel capacity configuration in Service Cloud. Queue-based routing rules in FocalScope become Case Assignment Rules with criteria matching the original FocalScope conditions (channel type, priority, category, contact tier).

FocalScope agent profiles (name, email, queue assignments, agent pop-up form configurations) map to Salesforce User records. We match agents by email against the destination Salesforce org. Agents without a matching User go to a reconciliation queue for the customer's admin to provision before record import proceeds. Agent performance metrics (call logs, wallboard data) are exported as reporting data in CSV format rather than migrated as Salesforce records; these are handed off for rebuilding in Salesforce Reports.

FocalScope Standard Responses (canned replies scoped to queues or categories) translate to Salesforce Email Templates with merge field equivalents for ticket properties (Case Number, Subject, Description, Contact Name, Priority). We preserve the category assignment and usage notes. If FocalScope Standard Responses use dynamic content insertion, we document the equivalent Salesforce formula merge field syntax for the customer's admin to finalize. Macro records are an alternative destination if the customer prefers agent-facing quick-action templates.

FocalScope SLA configurations (response time and resolution time tied to ticket priority or queue) translate to Salesforce Entitlement Processes with First Response and Case Resolution milestones. We preserve the SLA window duration, the triggering criteria (priority threshold, queue assignment), and whether the SLA pauses on customer response. Entitlement Processes are linked to Cases via Entitlements, which we create during migration using the Case Priority and Queue as matching criteria.

FocalScope Categories act as custom ticket-level classification fields used for segmentation and reporting. We extract all active Category definitions and their values, then create Salesforce custom picklist fields (or multi-select picklists where applicable) on the Case object. Category values migrate as picklist values on the new Salesforce field. If Categories are used for reporting segmentation, we ensure the custom field is set to valueset-controlled or add the values to the relevant Case Record Type page layouts.

FocalScope attachments linked to tickets are extracted as binary files and reloaded into Salesforce as ContentVersion records attached to the parent Case via ContentDocumentLink. We preserve the original filename and MIME type. Inline images embedded in email thread content migrate as ContentDocument records linked to the Case EmailMessage. Very large attachments (over 25 MB per Salesforce limit) are flagged during scoping and either split into multi-part uploads or excluded with a documented reference to the source system for manual retrieval.

FocalScope Knowledge Base articles with their category structure export as structured content. If the destination Salesforce org has Salesforce Knowledge enabled (Service Cloud Professional and above with a separate Knowledge add-on on lower tiers), we create Knowledge__kav records with the article body, summary, URL Name, and category assignments. If Salesforce Knowledge is not available in the customer's tier, we export the articles as formatted HTML or PDF files with a folder hierarchy matching the original category structure, delivered alongside the migration.

FocalScope reports (wallboards and 70+ Excel-format reports scoped to queues and agents) export as data files to a customer-provided storage location. Report definitions, filter logic, and visualization settings do not transfer to Salesforce Reports because the underlying object schemas differ. We deliver all report data as structured CSV or Excel exports and provide a written mapping of each FocalScope report to the equivalent Salesforce Report Type and suggested filters so the customer's admin can rebuild them.