Migrate from Infoset to Salesforce Service Cloud

Infoset Tickets map directly to Salesforce Cases. The original ticket number from Infoset is preserved in a custom field infoset_ticket_number__c for reference. We map Infoset ticket status (open, pending, resolved, closed) to Salesforce Case Status values, priority to Case Priority, and assignee to Case OwnerId. The original channel type (email, chat, social) is stored in a custom picklist field infoset_channel__c on Case because Salesforce separates email into EmailMessage, live chat into LiveChatTranscript, and social into ChatterPost as child records rather than threads inside the Case.

Infoset Contacts map 1:1 to Salesforce Contacts. Standard fields (name, email, phone, company link) migrate directly. We resolve the Infoset company link to a Salesforce AccountId via the Account mapping. Custom contact properties present in Infoset are mapped to Salesforce custom fields of matching type. Email opt-in and opt-out preferences from Infoset migrate to the HasOptedOutOfEmail standard field.

Infoset Companies map to Salesforce Accounts. The company name becomes Account Name, and the domain becomes the Website field used as the dedupe key during import. Account is created before any Contact import so that the AccountId lookup is satisfied at Contact insert time. Associated contacts from Infoset are linked via the resolved AccountId.

Infoset Deals map to Salesforce Opportunities. The Infoset deal stage maps to Opportunity StageName, and the pipeline assignment maps to a Salesforce Record Type and Sales Process that we configure before migration. Deal value maps to Amount, close date to CloseDate, and owner to OwnerId via the User mapping. If the customer uses multi-pipeline Deals in Infoset, each pipeline becomes a separate Record Type on Opportunity.

Infoset agent seats are plan-gated (1 on Basic, multiple on Professional, unlimited on Enterprise). We extract every distinct agent referenced on Tickets, Deals, and Conversation records and match by email against the Salesforce destination org's User table. Any Infoset agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before record import resumes. OwnerId on Cases and Opportunities references User records; without resolution, those records fail insert.

Infoset stores multi-channel conversation threads (email, chat, social) within a single Ticket. We split by channel type at migration time: email threads map to Salesforce EmailMessage records linked to the Case via ParentId; live chat transcripts map to LiveChatTranscript; social messages map to ChatterPost on the Case feed. We preserve message timestamps, participant email addresses, and inline attachments as ContentDocument records linked via ContentDocumentLink.

Infoset Automation rules do not migrate as code because the trigger-and-action logic is platform-specific and incompatible with Salesforce Flow. We extract every active Infoset automation rule and produce a written inventory documenting the trigger (ticket created, status changed, priority escalated, etc.), conditions, actions, and a recommended Salesforce Flow equivalent. The customer's admin or a Salesforce partner rebuilds automations post-migration.

Infoset Help Center articles and categories export cleanly. We map article title, body content, publication status, and category hierarchy to Salesforce Knowledge Article and ArticleType structures. Articles are migrated as Salesforce Knowledge in Draft state so the customer's admin can review and publish after migration. Category hierarchy maps to Salesforce Data Categories for routing-based access control.

Infoset cloud call center records (IVR path, queue name, call duration, recording URL) are preserved where available. Call recordings are downloaded as binary blobs and reattached in Salesforce as ContentDocument records linked via ContentDocumentLink to the related Case or Contact. Call metadata (duration, disposition, queue, IVR path) migrates to custom Task fields or a custom Case Call Summary object depending on the customer's Salesforce edition. This step extends timeline if recording volume exceeds 5,000 files.

Infoset chat widget configurations are plan-gated (1 widget on Basic, 5 on Professional). We identify all active widget instances in the source account and produce a written inventory of widget configurations, placement targets, and greeting messages. Chat widget deployment in Salesforce requires Salesforce Chat (Live Agent or Einstein Bots) setup which is a configuration step outside data migration scope; we provide the mapping document and recommend a Salesforce Chat implementation partner for rebuild.

Infoset connected mail accounts are limited by tier (1 on Basic, 3 on Professional). We map mail account routing rules and email addresses and produce an inventory of active inboxes. In Salesforce, email routing is configured via Email-to-Case or Organization-Wide Addresses in Setup, not as migrated records. We deliver the mail account inventory so the customer's admin configures Salesforce email routing post-migration.

Infoset pre-built reports and dashboards are platform-specific definitions that do not export. Report content (ticket volumes, CSAT scores, agent metrics) is migrated as raw data in the Tickets, Contacts, and Activities objects rather than as configured visualizations. The customer's admin rebuilds reports in Salesforce using the migrated data as the source.