Migrate from Locobuzz to Salesforce Service Cloud

Locobuzz Tickets map to Salesforce Cases with the ticket status, priority, channel origin, assigned agent, and SLA metadata preserved. We map Locobuzz channel tags (social, messaging, email, review) to Salesforce Case Origin picklist values, and the SLA tier (Standard, Premium, Critical) maps to an Entitlement Name lookup. Closed ticket reasons migrate to a custom Case field for reporting. Tag taxonomies migrate as a multi-select picklist on Case. Tagging in Locobuzz is per-object, so each ticket's tags are carried individually during Case insert.

Locobuzz Customer records map to Salesforce Contact with name, email, phone, and social channel identifiers preserved. The channel identifier (e.g., Twitter handle, WhatsApp number) migrates to a custom Contact field tracking the customer's primary messaging platform. Social handle and messaging channel ravel preserved so that the destination Contact carries the full customer profile needed for omni-channel routing. Customers without email receive a generated placeholder address to satisfy Salesforce's Contact email requirement, with the real contact method stored in a custom field.

Locobuzz Company records map to Salesforce Account. Brand association and escalation contact details from Locobuzz map to Account fields and related Contact roles. Organizations that use only individual Customer records without explicit company grouping in Locobuzz require scoping questions to determine whether to create Account records for each customer or leave the Account field blank on migrated Contacts. The destination org's Account naming convention is confirmed during discovery.

Each Locobuzz ticket's conversation thread maps to Salesforce EmailMessage records linked to the Case. Messages are ordered by timestamp; agent responses and customer replies across channels are each inserted as separate EmailMessage records with the appropriate FromName, FromAddress, and ToAddress. Internal notes migrate as Task records with IsVisibleInSelfService = false and IsInternal = true, distinguishing them from customer-facing messages. Thread ordering is preserved by setting the EmailMessage date to the original timestamp.

Review records from Google My Business, industry platforms, and social channels in Locobuzz map to Salesforce Cases with a dedicated Case Origin of 'Review'. Source platform, rating (1-5 stars), review body, response status, and any AI sentiment score from Locobuzz AgentIQ migrate to custom Case fields. Response history from the brand (public reply to the review) migrates as an EmailMessage record attached to the Case. Sentiment scores migrate as a custom integer field; if the AI layer is not exportable, we flag this limitation before migration so the customer knows sentiment history may not carry forward.

Locobuzz social account configurations (linked profiles per platform, account-level routing rules, channel type assignments) are workspace-level settings without a direct Salesforce standard object equivalent. We export the list of connected accounts as a custom SocialAccount__c object with fields for platform, account_handle, routing_channel, and active_status. The customer uses this inventory to configure Salesforce Social Customer Service or an AppExchange social monitoring tool (e.g., Social Studio) post-migration. Routing rules do not migrate automatically and require rebuild in Salesforce Omni-Channel or Flow.

Locobuzz Agent records map to Salesforce User by email match. Role (agent, supervisor, admin) and team assignment from Locobuzz map to Salesforce Profile and Role hierarchy. We flag any inactive or suspended Locobuzz accounts for exclusion during migration. Owners without a matching Salesforce User are held in a reconciliation queue; the customer's admin provisions any missing Users before record import resumes. Salesforce requires a User to exist before its ID can be assigned as OwnerId on Case.

Locobuzz SLA configurations (response and resolution time windows per priority level or channel) translate to Salesforce Entitlement Processes and Entitlement milestones. Each Locobuzz SLA tier becomes an Entitlement Process with First Response and Resolution milestones, business hours, and contact channel preserved. The destination org must have Service Cloud licensed to support Entitlements. We export SLA rules as structured metadata during discovery and document the mapping so the customer or their Salesforce admin creates Entitlements before Case import. If the destination is on Essentials edition, SLA enforcement is limited and milestones are not available.

Locobuzz tags applied across tickets, customers, and reviews migrate to Salesforce multi-select picklist fields on the respective objects. We export the full tag taxonomy and apply existing tags to migrated records at import time. The multi-select picklist field accommodates up to 500 values per field; tags exceeding this limit are flagged during scoping. If tags are used for workflow routing in Locobuzz, we document the routing dependency separately for rebuild in Salesforce Omni-Channel assignment rules.

Locobuzz internal notes within a ticket thread map to Salesforce Task records with IsVisibleInSelfService = false and IsInternal = true to distinguish them from customer-facing messages. Internal note content, timestamp, and author migrate to the corresponding Task fields. The Task is linked to the parent Case via WhatId. Agent assignment on the internal note Task resolves by matching the Locobuzz agent email to the migrated Salesforce User record.