Migrate from NICE CXone to Salesforce Service Cloud

CXone Contact records map to Salesforce Contact. Standard fields (name, phone, email, address) migrate directly. Any CXone Digital Fields attached to Contacts export as field definitions alongside values and are re-created as Salesforce custom fields (with __c suffix) in the destination org. Custom field type mapping: CXone text becomes Salesforce Text(255), CXone number becomes Number, CXone date becomes Date, CXone boolean becomes Checkbox. We use the Contact's email address as the dedupe key during import.

CXone Agent profiles map to Salesforce User records. Each Agent's assigned Skills, Teams, and security group memberships are exported as a Skills lookup table and a Team membership list. We resolve Agents by email match against the Salesforce org's User table. Agents without a matching Salesforce User are held in a reconciliation queue for the customer's admin to provision. Profile and Permission Set assignments are noted in the Skills lookup document for manual assignment post-migration.

CXone Skills control routing assignment and are referenced by Agent profiles, Scripts, and Queues. There is no direct Salesforce Omni-Channel equivalent for Skills as standalone routing entities. We export Skills as a standalone lookup table (skill_id, skill_name, proficiency, team_assignment) and map them to Salesforce Omni-Channel Routing Attributes during import. Routing attributes in Salesforce replace the skill-based assignment logic from CXone. If the customer uses multi-skill routing (agents assigned to multiple skills with proficiency scores), we map proficiency to a custom Routing Attribute value and document the Omni-Channel configuration required to activate it.

CXone Queues hold interactions and assign them to Skills or Agents. We export queue membership records and queue-level SLA configurations (service level threshold, priority flags). Salesforce uses Case Queues (for case routing) and Omni-Channel Work Items (for skill-based routing in the Lightning Service Console). We map CXone Queue IDs to Salesforce Queues and note any priority rules or SLA thresholds requiring rebuild as Omni-Channel Routing Configurations. Queue-level disposition codes map to Case Status values or custom picklist fields.

CXone Digital Fields attached to Contacts export with their field definitions (name, data type, required flag, default value) and values. We pre-create the destination Salesforce custom fields before any Contact records import, matching field types (Text, Number, Date, Picklist, Checkbox, Email) to Salesforce field types. Required flags in CXone are noted but not enforced during migration to avoid validation failures; the customer's admin reviews and re-enforces required constraints post-migration.

CXone Address Books manage agent assignments and entity lists used for manual dial or transfer targets. Export via ACD API is available. We map Address Book entries to Salesforce Custom Objects (AddressBookEntry__c with a lookup to Contact) and note any dynamic Address Book rules that require rebuild as Salesforce List Views or Public Groups. Static Address Books migrate as records; dynamic Address Books are flagged for manual rebuild.

Agent schedules and time-off balances live in CXone's Workforce Empowerment module, which requires a Core Suite license ($169/agent) or higher. We audit the customer's CXone license tier during scoping. If WEM is not licensed, these objects are excluded from the migration plan and the gap is documented. If WEM is licensed, we export schedule templates and agent-timezone assignments. Note that CXone schedule rules (rotation patterns, exception types, adherence thresholds) are not transferable to Salesforce Field Service Shift Management as code; we deliver a schedule mapping document and the customer's admin rebuilds shift patterns in Salesforce.

CXone Quality Management stores evaluation templates and completed evaluation records. WEM-licensed accounts export evaluation forms as flat records (form name, agent evaluated, evaluator, score per criterion, overall score, date). Salesforce has no native quality management object; we map completed evaluations to a custom QualityEvaluation__c object with a lookup to the Agent-User record. Evaluation templates (question sets, scoring rubrics, weighting) do not migrate as templates; we deliver a written template mapping document for the customer's admin to rebuild in Salesforce's native or AppExchange QM tool of choice.

CXone Knowledge Management articles export via API with article content, categories, and status flags. We map these to Salesforce Knowledge (from Professional tier). Article body migrates as Salesforce KnowledgeArticleVersion.Body; categories map to Salesforce Data Category Groups. We validate article URLs and internal links during import and flag any that point to CXone-specific paths requiring manual update. Articles in Draft status in CXone migrate as Draft in Salesforce; Published articles migrate as Published.

CXone interaction history (calls, emails, chats, social messages) exports via ACD API. Inbound calls map to Salesforce Task with TaskSubtype=Call, CallDurationInSeconds, and CallType preserved. Outbound calls map similarly. Disposition codes from CXone map to a custom Task field (CXone_Disposition__c). Emails map to Salesforce EmailMessage records linked to an Activity Task. Chat transcripts map to Salesforce Task with a custom body field holding the transcript text. ActivityDate is set from the original CXone timestamp to preserve timeline ordering. CXone does not expose call recordings via API; recording URLs from CXone Digital Fields migrate as a custom field on the Task record.

CXone Outbound campaign configurations and Do-Not-Call lists are available via API on higher tiers. We export campaign metadata (campaign name, target list size, dialer mode) and DNC records. Predictive dialer logic from CXone (pace settings, abandonment thresholds, 10DLC compliance) does not transfer; these are rebuilt in the destination's dialer layer (Service Cloud Voice, AWS Connect, or Genesys). DNC lists migrate to Salesforce Campaign suppression lists or a custom DNC__c object with a lookup to Contact.