Migrate from N-able MSP Manager to Salesforce Service Cloud

MSP Manager Customer records map to Salesforce Account. The Customer name becomes Account Name, locations map to Account Address fields, and program level maps to a custom picklist field customer_program_level__c. Tax rate and billing info from MSP Manager become custom fields on Account or attach to a related Billing_Info__c custom object. Account is created before any Contact import so that the AccountId lookup is satisfied at the moment of Contact insert.

MSP Manager Contact records link to Customer and include name, email, phone, and role. These map directly to Salesforce Contact with AccountId resolved from the parent Customer mapping. Role in MSP Manager (e.g., IT Manager, Finance Contact) maps to a custom field contact_role__c. RMM-synced contacts from N-sight carry additional device association metadata that we preserve as custom fields or as separate Asset relation records in Salesforce.

MSP Manager Tickets are the core operational record tied to a Customer and optionally a Contact. Status, priority, category, assigned technician, and timestamps migrate to Salesforce Case with Status, Priority, Origin, and OwnerId resolved. MSP Manager category maps to Case Record Type or a custom category__c picklist depending on how many distinct categories exist. Closed tickets preserve their original ClosedDate as Case Closed Date.

MSP Manager supports checkbox, date, dropdown, numeric, rich text, and section custom fields on tickets. Several official N-able documentation URLs for these fields return 404 errors, confirmed across multiple Reddit and community posts. We inspect the live account schema via the Swagger API before migration to enumerate custom field names, types, and dropdown option values. Dropdown options that cannot be safely mapped to Salesforce picklist values are flagged for manual post-migration review. Rich text fields migrate as Salesforce long-text-area fields.

MSP Manager Time Entries link to Tickets and capture billable hours with technician, date, duration, and description. These map to Salesforce Task records with ActivityDate set to the original entry date, Duration preserved in Hours__c or minutes custom fields, and the WhatId pointing to the migrated Case. Billable flag maps to a custom billable__c checkbox. We audit time entries for orphaned status (linked to deleted or closed tickets) and flag these for reattachment before migration.

MSP Manager Expense records include amount, date, vendor, and description, attached to tickets or standalone. Salesforce does not have a native Expense object in Service Cloud Standard. We map expenses to a custom Expense__c object with Amount__c, ExpenseDate__c, Vendor__c, and Description__c fields, linked to the migrated Case via WhatId. If the destination org includes Financial Services Cloud or a third-party expense app, we adjust the mapping during scoping.

MSP Manager invoices are generated from billable time and expenses. Invoice headers and line items migrate to Salesforce Invoice (if Service Cloud with Order Management is licensed) or to a custom Invoice__c object. Invoice status (draft, sent, paid) migrates to a custom invoice_status__c field. Paid/unpaid status sync requires coordination with the customer's accounting workflow; we do not write-back paid status to MSP Manager.

MSP Manager Knowledge Base articles live under Customers and contain procedure and policy documentation for end clients. Salesforce Knowledge is a distinct object with Data Category, Article Type, Summary, and Body fields. We export KB article content as structured JSON and transform it into Salesforce Knowledge articles with the source Customer name stored in a custom field for routing. If the destination org does not have Knowledge enabled, we export content as a structured PDF inventory.

MSP Manager Assets track devices associated with a Customer, including hardware specs and status. Asset records map to Salesforce Asset with the Name, AccountId (from Customer mapping), Status, and serial number. MSP Manager asset details (manufacturer, model, IP address) stored as custom fields on Asset. Full device details from N-sight RMM sync may exceed MSP Manager's asset fields; we migrate what MSP Manager holds and note that full device telemetry lives in the N-sight RMM system outside migration scope.

MSP Manager Service Items define managed services scope and pricing per customer (per-user or per-device plans). These map to Salesforce Product2 records with the MSP Manager service item name as Product Name and pricing preserved in Standard Pricebook entries. If the destination org includes CPQ, we map to Quote Line Items during invoice migration.

MSP Manager User accounts with role-based permissions (Admin, Technician, View-only) map to Salesforce User records. We match by email address. MSP Manager roles map to Salesforce Profiles and Permission Sets: Admin to System Administrator, Technician to a custom Service Cloud Agent profile, View-only to Read Only or a custom permission set scoped to Cases and Assets. OwnerId resolution on Cases and Tasks depends on this User mapping completing first.