Migrate from GREYHOUND CRM to Salesforce Service Cloud

GREYHOUND CRM Tickets map to Salesforce Case. Ticket status (Open, Pending, Resolved, Closed) maps to Case Status with a custom status value set that preserves the original state semantics. Ticket priority maps to Case Priority. The original GREYHOUND ticket number is stored in a custom field greyhound_ticket_id__c for cross-reference. We resolve the assigned Agent to a Salesforce User by email match before Case insertion.

GREYHOUND CRM Customers map to Salesforce Contact. If the destination org uses Account-based Contact routing, we resolve each Customer's associated Company to a Salesforce Account and attach the Contact to it. Customer email becomes Contact.Email, the dedupe key for import. Any Customer without an associated Company creates a Personal Account (if the org uses Person Accounts) or a minimal Account record.

GREYHOUND CRM Companies map to Salesforce Account. Company name becomes Account.Name, website becomes Account.Website, and phone becomes Account.Phone. Account is created before Contact import so the AccountId lookup is satisfied at insertion time. If the customer uses multi-brand support, we create separate Account records per brand with a custom brand_id__c field.

GREYHOUND CRM Agents map to Salesforce User records. Resolution is by email match. Any Agent without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before Case import. Agents marked inactive in GREYHOUND CRM create inactive Users in Salesforce to preserve assignment history.

GREYHOUND CRM Teams map to Salesforce Queues. We pre-create Queue records for each Team, assign the corresponding Salesforce Users (from the Agent mapping) to each Queue, and set the Case.QueueId mapping during migration. Queue-based routing is the baseline; if the customer licenses Omni-Channel, the Queue becomes a Service Channel for skills-based routing.

GREYHOUND CRM Custom Ticket Fields migrate to Salesforce custom fields on the Case object. Field types are mapped: text fields to Text (255), picklist values to Picklist, date fields to Date, number fields to Number. We pre-create the custom field schema in the destination org via metadata API before migration. Any custom field with a lookup relationship in GREYHOUND CRM (e.g., linked to a Product or Contract) is recreated as a Lookup field on Case pointing to the corresponding Salesforce object.

GREYHOUND CRM Conversations (the threaded message history on a ticket) map to Salesforce EmailMessage records linked to the Case. Each message direction (Customer, Agent) maps to EmailMessage.Direction (Inbound/Outbound). Message timestamp, sender, and body migrate. If the customer uses internal agent notes in GREYHOUND, those migrate as CaseComment records (visible internally) rather than EmailMessage.

GREYHOUND CRM Attachments migrate to Salesforce ContentDocument records linked to the Case via ContentDocumentLink. We preserve the original filename, file extension, and content. Attachments are streamed during migration rather than bulk-loaded to avoid ContentVersion size limit exceptions. Any attachment exceeding Salesforce's 25 MB per file limit is flagged for the customer's admin to store externally and link via URL.

GREYHOUND CRM KB Articles migrate to Salesforce Knowledge ArticleVersion records. We pre-create the Article Type in Salesforce Knowledge matching the article structure (title, summary, body, custom fields). Published articles migrate as Published; drafts migrate as Draft with a note to the admin to review before publishing. Article URLName maps from the original GREYHOUND article slug.

GREYHOUND CRM KB Categories map to Salesforce Knowledge Data Category Groups. We create DataCategoryGroup records matching each GREYHOUND category hierarchy, then assign DataCategory values to each migrated Knowledge article. The customer chooses whether to use single or multiple Data Category Group structures during scoping.

GREYHOUND CRM Tags on Tickets migrate to Salesforce Topics with TopicAssignment records linked to the Case. Tags used for ticket classification migrate to a custom multi-select picklist field case_tags__c. The customer chooses tag strategy during scoping based on whether they use Topics for cross-object taxonomy or a scoped picklist.

GREYHOUND CRM Ticket Associations (links between related tickets) map to Salesforce Case Relations or a custom Case-to-Case lookup field. If the destination uses the standard Case.Relation object, we create CaseRelation records with RelationType = 'Parent' or 'Child' as appropriate. A custom case_related_tickets__c lookup field is an alternative if the org prefers explicit lookup fields.