Migrate from LiveHelpNow to Salesforce Service Cloud

LiveHelpNow Tickets map to Salesforce Cases. We map LiveHelpNow ticket status (New, Pending, Solved, Archived) to Salesforce Case Status picklist values within a configured Business Process, preserving the original ticket ID in a custom field lhn_original_id__c for reference. Priority from LiveHelpNow (Low, Normal, High, Urgent) maps to Case Priority. If LiveHelpNow tickets have custom fields, we pre-create matching Case custom fields in Salesforce before import and flag any type mismatches (date vs datetime, text vs picklist) during scoping.

LiveHelpNow chat conversations migrate as EmailMessage records linked to the parent Case. The chat message content, timestamps, operator name, and customer identity populate EmailMessage fields (TextBody, FromName, FromAddress, Incoming, MessageDate). Read/unread status at the conversation level maps to a custom boolean field lhn_is_read__c since Salesforce EmailMessage does not track read state natively. The parent Case is resolved via a cross-reference lookup created during the ticket import phase.

LiveHelpNow KB articles migrate to Salesforce Knowledge articles with the Article Type configured in Salesforce before import. Title, body content (rich text), and category assignment transfer. We generate a cross-reference table mapping each LiveHelpNow article ID to the new Salesforce Knowledge Article Version URL Name so that any embedded KB links in chat widgets, portals, or support emails update post-migration. The customer confirms all published KB URLs during validation.

LiveHelpNow KB categories form a hierarchical folder structure. Salesforce Knowledge uses Data Category Groups and Categories for article organization. We replicate the category tree by creating Salesforce Data Category Groups before article import and assign category membership during the article migration phase so that navigation remains consistent in the Salesforce help center.

LiveHelpNow Agent profiles (name, email, role, queue assignments) map to Salesforce User records. We resolve agents by email match against the destination Salesforce org's User table. Any LiveHelpNow agent without a matching Salesforce User enters a reconciliation queue for the customer's admin to provision before record import resumes. LiveHelpNow role names map to Salesforce Profile and Role assignments if the customer provides the role hierarchy document during scoping.

LiveHelpNow Canned Responses (pre-written templates organized in agent or shared folders) map to Salesforce Email Templates or Quick Text depending on use. Shared folder organization migrates as a folder structure in Salesforce. If canned responses include merge fields, we map them to Salesforce merge field syntax during the template import. Individual agent canned responses migrate as Quick Text records.

LiveHelpNow custom fields on tickets are extracted as a schema during discovery. We pre-create matching custom fields on the Salesforce Case object before data migration begins. Field types are matched (text to text, number to number, date to date); picklist values in LiveHelpNow map to Salesforce picklist or multi-select picklist fields with the same values. Any LiveHelpNow field without a direct Salesforce type equivalent is documented as a gap for admin resolution.

LiveHelpNow survey response data (the answers submitted) migrates as custom fields on the Case record if the survey uses a fixed set of questions. For variable or freeform surveys, response data migrates as a Case Feed Item or a custom object record linked to the parent Case. Survey question logic and trigger rules are not migratable; we deliver a written survey configuration inventory for the admin to rebuild in Salesforce.

LiveHelpNow tags on tickets follow a flat naming convention. Tags migrate as Salesforce Topics with TopicAssignment records linked to Cases, or as a multi-select picklist custom field on Case depending on the customer's preference during scoping. TopicAssignment preserves the flat tag names and allows the customer to use Salesforce Topics for broader content and case classification in Lightning.

Facebook, Twitter, and other social messages surface as ticket-linked conversations in LiveHelpNow. We migrate the message content and link it to the corresponding Case record. Social-specific metadata (Twitter handle, Facebook page, social channel type) migrates as custom fields on the Case or as a linked Social Post record if the destination org includes Social Customer Service features. Social post engagement metrics (likes, retweets) are preserved as custom fields since Salesforce does not update them post-migration.

LiveHelpNow scheduling, agent availability windows, and queue routing rules exist as platform configuration, not transactional data. We export workforce management settings as a written configuration inventory (queue names, operating hours, availability windows, routing rules) that the customer's Salesforce admin uses to build Omni-Channel Presence Configurations, Service Channels, and Capacity Models in Salesforce. Active scheduling configs do not migrate as functional code; the admin rebuilds the routing logic in Omni-Channel.