Migrate from Kapture CX to Salesforce Service Cloud

Kapture CX Tickets migrate directly to Salesforce Cases. The ticket ID becomes the Case CaseNumber or a custom field kapture_ticket_id__c for audit traceability. Ticket status (Open, Pending, Resolved, Closed) maps to Salesforce Case Status values. Priority maps to Case Priority. Custom ticket fields (dropdowns, checkboxes, date fields, numeric fields) require pre-creation as Case custom fields with matching API names before migration. Source channel (email, chat, WhatsApp, voice) maps to Salesforce's Origin field or a custom channel field.

Each Kapture CX Conversation entry under a ticket becomes a Salesforce EmailMessage record. Public replies map to EmailMessage with direction=Incoming or Outgoing and IsExternallyVisible=true. Internal notes map to EmailMessage with IsExternallyVisible=false or to CaseComment records. We preserve the thread ordering by setting EmailMessage.ActivityDate to the original Kapture CX timestamp. Attachments on conversation entries migrate as ContentDocumentLink records linked to the EmailMessage.

Kapture CX Contacts map to Salesforce Contacts. Email, phone, name, company, and address fields migrate 1:1. We deduplicate against the destination using email as the primary key. Custom contact properties migrate as Salesforce Contact custom fields pre-created during schema design. Where Kapture CX stores an Organization record linked to the Contact, we map that to a Salesforce Account and link the Contact via the AccountId lookup before Contact insert.

Kapture CX Organizations (company-level records linked to contacts) map to Salesforce Accounts. Organization name becomes Account Name. Industry and address fields map to the matching Account fields. Account is created before Contact import so that AccountId lookup is satisfied at insert time. Where the source uses a flat contact model without organizations, we create a placeholder Account named after the Contact's company field.

Kapture CX Agent records (name, email, role, team membership) map to Salesforce User records. Role names (Admin, Supervisor, Agent) do not map directly to Salesforce profile and permission set names, so we map permissions at the feature level during scoping. We resolve agents by email match against the destination org's User table. Agents without matching Users enter a reconciliation queue for the customer's admin to provision before record import continues.

Kapture CX Teams group agents and route tickets. Team structure migrates as a Salesforce Group (or Queue if the team is used for case assignment routing). We create the Group during schema setup, then map ticket queue assignments to the corresponding GroupId or QueueId during migration. Where the destination uses Omni-Channel with Skills-based routing, we map team membership to Skills and create Presence Configuration records separately during Salesforce configuration.

Kapture CX Folder and Queue hierarchy defines ticket organization and routing. We map folders to Salesforce Queues with a folder-tree structure translated into a queue naming convention (e.g., Folder_Subfolder format). Queues that route to specific agent teams require both the Group and the Queue to be created and linked. Folder permissions (internal vs. external visibility) map to Salesforce sharing rules post-migration.

Kapture CX Knowledge Base Articles migrate to Salesforce Knowledge as KnowledgeArticleVersion records. Article body text migrates as the Article's Summary and Body fields in HTML or Lightning Flow rich-text format. Categories map to Salesforce's data category structure, which must be designed and created in the destination org before import. Internal/external visibility flags map to Salesforce Knowledge article publishing statuses (Draft, Published, Archived). Multi-language articles require Language locale configuration in Salesforce Knowledge.

Canned Responses migrate to Salesforce Email Templates (if scoped to email) or Quick Text records (if used inline during agent conversations). The shortcut trigger maps to the Quick Text Name field. Folder assignment maps to the Salesforce Email Template folder hierarchy. Language and token-variable handling requires normalization because Kapture CX token formats (e.g., {{customer.name}}) differ from Salesforce merge field formats ({{!Contact.Name}}). We document the token conversion map during scoping.

Kapture CX SLA Policies define First Response Time and Resolution Time targets per priority level or queue. Salesforce uses Entitlements and Entitlement Processes to model SLA commitments. We map Kapture CX priority levels (Urgent, High, Medium, Low) to Salesforce BusinessHours and Entitlement Process milestones. Where the destination org does not use full Entitlement management, we create custom SLA date fields on Case (FirstResponseDate, ResolutionDate) and document the Flow logic to calculate and enforce SLA milestones post-migration.

Kapture CX Tags are flat labels applied to tickets. We migrate tag names 1:1. If the destination Salesforce org uses Case Tags, we migrate them as TopicAssignment records. If Case Tags are not enabled, we create a multi-select picklist custom field on Case (e.g., kapture_tags__c) and map tag names to the picklist values. The customer chooses tag strategy during scoping.

File attachments stored against Kapture CX tickets migrate to Salesforce as ContentDocument and ContentVersion records. Files are associated with the Case via ContentDocumentLink. We respect Salesforce's 25 MB per file size limit for attachments. Files exceeding the limit are flagged during scoping for alternative handling (external storage with a link stored in a custom field). Inline images within conversation messages migrate separately and are linked to the corresponding EmailMessage.