Migrate from HaloCRM to Salesforce Service Cloud

HaloCRM Tickets map 1:1 to Salesforce Cases. We preserve ticket ID as a custom external ID field (halo_ticket_id__c) for reconciliation, and map HaloCRM ticket status, priority, and assignee to Salesforce Status, Priority, and OwnerId. We disable HaloCRM SLA escalation rules and approval processes before migration to prevent notification floods and SLA timer triggers firing on imported records. The Case Origin maps from the HaloCRM channel field (email, portal, phone, social).

HaloCRM Client records map to Salesforce Contact. Client name, email, phone, and address fields map directly. Any Client-scoped custom fields from HaloCRM migrate to custom Contact fields. We create the Contact before importing any Case that references it, so that the ContactId Lookup is satisfied at insert time. Multiple HaloCRM Clients linked to the same Organization are imported before mapping the Organization-to-Account relationship.

HaloCRM Organization records map to Salesforce Account. The Organization name becomes Account Name, and we create the Account record before any Contact import so that AccountId is available as a Lookup on the Contact record. HaloCRM does not enforce a strict one-Client-per-Organization relationship, so we resolve the organization reference on each Client record individually during the import phase.

HaloCRM Agent records map to Salesforce User by email match. We resolve each Agent email against the destination org's User table. Any Agent without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before record import resumes, because OwnerId references on Case and Task require a valid UserId. Role and team assignments are noted for manual reconfiguration in Salesforce because access control models differ across platforms.

HaloCRM KB articles migrate to Salesforce Knowledge articles as structured text with the article body, summary, and URL preserved. We maintain the article-to-category relationship using Salesforce Knowledge Data Category Groups. Publication status (Draft, Published, Archived) migrates to Salesforce article Status. The customer's admin defines the Article Type in Salesforce before migration, and we align the import to that type.

HaloCRM Client-scoped custom fields (identified during discovery) map to custom fields on the Salesforce Contact object. We flag the scope of each custom field during the field-mapping phase and validate against the Salesforce Contact schema before committing the import. Type alignment (text, number, date, picklist) is applied per Salesforce field type rules. This step prevents the mis-mapping that reviewers cite as causing data to land in unexpected places after migration.

HaloCRM Ticket-scoped custom fields map to custom fields on the Salesforce Case object. These require separate mapping logic from Client-scoped fields because they track support-specific attributes (bug severity, product version, escalation tier) that belong on Case, not Contact. We handle these as a distinct field-mapping group validated independently from the Contact custom field group.

HaloCRM Service Contract records with dates, values, and linked entities migrate as a custom Salesforce object or to the standard Contract object depending on the customer's schema design. Contract objects often have lookups to Account and Contact, which we resolve at migration time. The destination schema for contract records requires pre-creation with field mapping because HaloCRM contract field names and structures differ substantially from Salesforce's standard Contract object.

HaloCRM device and asset records (serial numbers, types, custom fields) migrate to Salesforce Asset. Asset relationships to Contact and Account are preserved via cross-referenced IDs resolved at migration time. Asset status maps from HaloCRM asset status to Salesforce Asset Status field. This migration runs after Account and Contact import are validated.

HaloCRM SLA definitions (response time, resolution time, breach actions) map to Salesforce Entitlement Processes and Milestones. The SLA's timer duration maps to Salesforce First Response Target and Resolution Target times on Milestone. Custom breach-action logic (auto-escalate, notify, reassign) may not map directly to Salesforce Milestone triggers and is flagged for manual recreation in Flow or the Entitlement Settings.

File attachments associated with tickets and KB articles are downloaded from HaloCRM's file store and re-attached to the corresponding Salesforce Case or Knowledge Article. Large attachment batches are chunked to avoid API timeout. Attachment type (inline vs standalone) is preserved during re-upload. We track the original ticket ID in a custom field on the ContentDocumentLink for reconciliation.

Tags applied to HaloCRM tickets and KB articles export as flat label arrays and re-apply to Salesforce Cases and Knowledge Articles via TopicAssignment records. Tags used for content classification migrate to Salesforce Topics with the same label name. The customer chooses whether tags become Topics, Case Status values, or picklist entries during scoping.