Migrate from IT Care Center to Salesforce Service Cloud

IT Care Center Tickets and Service Requests map to Salesforce Case. We apply a Record Type during migration to distinguish incident-type requests from service requests based on IT Care Center's request_type or category field. Status maps to Case Status, Priority maps to Priority, and the original ticket number is preserved in a custom field icc_ticket_number__c for cross-reference. Multi-channel conversation threads (portal, email, BOT, Slack, WhatsApp, MS Teams) are consolidated into a single chronological Case Feed before insert to preserve context.

IT Care Center's Change Management records map to a Salesforce custom Change Request object that we pre-create with Approval Status, Risk Level, Implementation Date, and Rollback Plan fields. The change-request-to-ticket linkage is preserved via a custom lookup field cr_linked_cases__c pointing to the related Cases migrated in Step 1. Approval history from IT Care Center migrates as a custom Activity log on the Change Request.

IT Care Center's Problem Management records map to a Salesforce custom Problem object or Case Record Type. We preserve the problem-to-incident linkage through a custom lookup field, allowing agents to trace root-cause Problems back to the related Case records. Problem Status and Priority map directly; Known Error status migrates to a custom picklist value.

IT Care Center Asset Management records map to Salesforce Asset. The Asset Name, SerialNumber, Status, PurchaseDate, and InstallDate map directly. IT Care Center custom fields on Assets (hardware type, licence key, location, assigned user) map to typed Salesforce fields and require field-level mapping during scoping. Asset-to-Ticket linkage is preserved by resolving the AssetId on the migrated Case records.

IT Care Center Knowledge Management articles migrate to Salesforce Knowledge with Article Type matching the source category structure. Articles may have service or product linkage in IT Care Center that breaks in Salesforce because the destination service catalogue may differ. We flag these linked articles during scoping, present them as a separate migration artefact, and advise the customer to review and re-link articles in the Salesforce Knowledge admin console post-migration. Article visibility settings require manual configuration in Salesforce.

IT Care Center agent accounts map to Salesforce User records. We resolve agents by email match against the destination Salesforce org's User table. Any IT Care Center agent without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before record import resumes. End-user accounts that represent customers map to Salesforce Contact records attached to the relevant Account.

IT Care Center end users who submitted tickets map to Salesforce Contact records. The Contact's Account is resolved by matching the end user's email domain or company name to an existing Salesforce Account. If the customer uses Salesforce Account records, we perform a domain-based or name-based match; if not, we create a default Account and advise the customer to split contacts to the correct Accounts post-migration.

IT Care Center Project Management records map to a Salesforce custom Project object we pre-create during schema design. Project name, status, start date, and end date map directly. Project-task relationships and assignment data migrate via a custom lookup from the Project to related Cases (as work items). Project assignment to Users migrates by resolving the IT Care Center owner email to Salesforce UserId.

IT Care Center tags applied to tickets and knowledge articles are preserved as text values. During scoping, the customer chooses whether to migrate tags as a Salesforce multi-select picklist field on Case, a comma-separated text field, or as Salesforce Topics with TopicAssignment records linked to Cases. Tag deduplication is performed during migration because tagging conventions vary by organisation and duplicates are common.

IT Care Center SLA configurations (First Response Time, Resolution Time, escalation rules) do not migrate as data because SLA policies are platform-specific configuration constructs. We document the SLA tiers and milestone thresholds from IT Care Center during scoping and deliver a written Entitlement Process design guide for the customer's Salesforce admin to rebuild as Salesforce Entitlements with Milestone triggers. This document is a standard deliverable included in migration scope.