Migrate from GrooveHQ to Salesforce Service Cloud

Groove Conversations map to Salesforce Cases. The full message thread (customer and agent messages) migrates as Salesforce EmailMessage records linked to the Case. Internal notes (visible to agents only in Groove) map to Case Comments, preserving the internal-only visibility flag as a custom field for the customer's admin to configure field-level security. Conversation status (open, pending, resolved, spam) maps to Salesforce Case Status values, with the Groove inbox assignment preserved as a Case Queue reference.

Groove Customers map to Salesforce Contacts. The Customer email becomes the Contact Email field and the primary dedupe key. Contact-level custom fields migrate to Salesforce custom Contact fields of equivalent type (text, dropdown, date). Any Groove Customer without a linked Company record becomes a standalone Contact; Customers linked to Companies get the AccountId lookup resolved during migration.

Groove Company records map to Salesforce Accounts. The Company domain name becomes the Account Website field. Account-level custom fields migrate to Salesforce custom Account fields. Accounts are inserted before Contacts so that the AccountId lookup is satisfied at the time of Contact insert, preventing orphaned Contacts without a parent Account.

Groove Agents map to Salesforce User records. We match by email address against the destination org's User table. Any Agent without a matching User is placed in a reconciliation queue for the customer's Salesforce admin to provision. Agent role and inbox assignment in Groove translate to Salesforce Role hierarchy and Queue membership post-migration.

Groove Inboxes have no direct Salesforce equivalent. We map each Groove Inbox to a Salesforce Queue of the same name and a corresponding Case Record Type. The Record Type allows case routing, page layouts, and business rules to be scoped per inbox context. If the source plan caps inboxes below the migration target, we flag the constraint during scoping and recommend a plan upgrade before migration begins.

Groove Plus and Pro conversation-level custom fields (dropdowns, date fields, text fields) map to Salesforce Case custom fields. We identify all conversation-level custom fields during schema discovery and create matching Salesforce fields in the destination org before migration. Fields available on Standard tier only (which has no conversation-level custom fields) are flagged so that the destination org's Service Cloud tier can support them post-migration.

Contact and company custom fields from Groove migrate to Salesforce Contact and Account custom fields respectively. Field types are mapped directly: Groove text to Salesforce Text, Groove dropdown to Salesforce Picklist, Groove date to Salesforce Date. Multi-value custom fields map to Salesforce Multi-Select Picklist.

Groove Knowledge Bases map to Salesforce Help Center categories. The knowledge base locale, password protection, and IP protection settings are noted in the configuration inventory but implemented manually post-migration as Help Center visibility settings. The primary knowledge base flag is preserved as a custom field for the admin to assign as the default Help Center in Salesforce.

Groove Articles transfer to Salesforce Help Center articles within the mapped category. Article title, body content (rich text), meta tags, and open graph fields migrate directly. URL slugs are reconstructed from the article title and category path. Published status maps to Salesforce Article article_visibility__c and the Help Center data category assignment.

Groove Tags applied to Conversations migrate as Salesforce Case Tags if the destination org has Tags enabled, or as a custom multi-select picklist field on Case if Tags are not available in the destination edition. The customer chooses the tag strategy during scoping.

Groove Smart Folders are saved filtered views based on status, assignee, custom field conditions, or inbox scope. The filter logic does not export as reusable code. We document each Smart Folder's filter conditions and recommend an equivalent Salesforce List View or Report for the customer's admin to create post-migration.

Groove Rules trigger actions based on conversation events such as assignee changes, status updates, or custom field conditions. Rules are exported as structured JSON and documented in an inventory with trigger, conditions, actions, and a recommended Salesforce Flow equivalent. The customer's admin rebuilds rules as Salesforce Flow post-migration. This is not a code migration; it is a handoff of functional requirements.