Migrate from Motadata ServiceOps to Salesforce Service Cloud

Motadata Requests map to Salesforce Cases. The Request status (Open, Pending, Resolved, Closed) maps to Salesforce Case Status with a Record Type per request category. Request Priority (Low, Medium, High, Critical) maps to Case Priority. Requester and technician references resolve to Salesforce Contact and User respectively via email lookup. All custom fields defined on the Request object migrate as custom fields on Case with equivalent data types. We set the Case Origin based on the Motadata channel field if present.

Motadata CI records (auto-discovered and manually entered) map to Salesforce Asset. CI type, serial number, location, assigned user, warranty end date, and vendor reference transfer directly. The Motadata CI-to-contract association migrates as a lookup from Asset to Contract. We validate the asset count against a pre-migration discovery scan to identify any CIs missed by scheduled Motadata discovery jobs and supplement with manual exports before loading.

Motadata Users (requesters) map to Salesforce Contact records. Email address serves as the dedupe key. We preserve the user's preferred language, phone number, and department if those fields exist in the Motadata User schema. Contact is created before any Case import so that the ContactId lookup on Case is satisfied at insert time.

Motadata Technicians map to Salesforce User records. Group memberships (from Motadata technician groups) map to Salesforce Queues, with the technician added to the appropriate queue during migration. We resolve technicians by email against the destination org's User table. Any Motadata technician without a matching Salesforce User goes to a manual provisioning queue before the Case import phase because Case OwnerId references must be valid User records.

Motadata Contract records with vendor associations, expiry dates, warranty metadata, and custom fields map to Salesforce Contract or a custom Contract object depending on the destination org's edition. The vendor reference maps to an Account record created from Motadata Supplier data. Contract status (Active, Expired, Under Renewal) migrates as Contract Status. Custom fields on Motadata Contracts carry forward as Salesforce custom fields on the Contract object.

Motadata SLA definitions (time targets, business hours calendars, escalation rules) map to Salesforce Entitlement Processes and Entitlements. Each Motadata SLA attached to a Request becomes an Entitlement linked to the Asset or Contact, with the Entitlement Process defining the milestone response and resolution times. Business hours calendars migrate to Salesforce Business Hours. Escalation rules are documented as Flow rebuild instructions because they have no direct Salesforce equivalent.

Motadata Supplier records (vendor contact information, warranty sync settings, custom fields) map to Salesforce Account with the Account Type set to Vendor. Supplier contact information migrates as Account contacts. The Supplier-to-Contract relationship is preserved by resolving the AccountId on the Contract record during migration.

Motadata KB Articles (title, content, category, view counts) map to Salesforce Knowledge articles. Rich-text content differences between Motadata's article schema and Salesforce Knowledge's article format require a manual content review step after migration. We flag articles with embedded media, tables, or non-standard formatting for the customer's admin to verify post-migration. Category assignments from Motadata map to Salesforce Knowledge Data Category Groups and Categories. View counts are preserved in a custom field for reference.

Motadata Project records (milestones, tasks, assignments) map to a Salesforce custom object Project__c with a related list for tasks. The Motadata project schema is lightweight; detailed task dependencies do not have a direct Salesforce equivalent and are documented as a gap in the migration scope. Project task assignments resolve by email to Salesforce User records.

All custom fields defined on Requests, Assets, Contracts, Users, Technicians, and Projects are carried forward. We pre-create the destination custom fields with equivalent data types (text, number, picklist, date, checkbox) before any data import. Custom field API names in Motadata map to Salesforce __c custom field naming conventions. Validation rules and formula fields are preserved as text descriptions for the customer's admin to rebuild in Salesforce.