Migrate from NV Desk to Salesforce Service Cloud

NV Desk Cases map directly to Salesforce Case. The NV Desk case identifier is preserved in a custom external ID field (nv_desk_case_id__c) for reconciliation. Case Status maps to Salesforce Status, Case Priority maps to Priority, and the NV Desk case type or category field maps to a Salesforce Record Type or custom picklist depending on the destination schema. If NV Desk case origin (voice, email, chat, social) is a separate field, it maps to Case Origin in Salesforce. Parent-child case linking (if used in NV Desk) has no direct Salesforce equivalent and is flagged for the customer to decide whether to use a custom lookup field or a separate case-link custom object.

NV Desk Customer records map to Salesforce Contact (person) and Account (organization). The mapping depends on whether NV Desk stores the customer as a person record with a company field, or as a pure person record. We extract customer name, email, phone, and company, then merge by Account during import: if a matching Account exists in the destination org by name, the Contact attaches to it; if not, we create the Account first. This prevents orphaned Contacts in Salesforce, which breaks case visibility and reporting by Account.

NV Desk Agent records map to Salesforce User. We match by email address (the standard Salesforce User identifier) and map the agent's name, team assignment, and role to the corresponding Salesforce User fields. Inactive or deleted NV Desk agents are flagged for the customer's admin to decide whether to provision inactive Salesforce Users for historical assignment or reassign open cases to active agents before migration. The Salesforce User must be provisioned and active before case import begins because Case.OwnerId references are required.

NV Desk Teams map to Salesforce Omni-Channel Queues. We create a Queue per NV Desk team with the matching label and optionally add the corresponding Salesforce Users as QueueMembers. If the destination org does not have Omni-Channel licensed, Teams map to a custom picklist field on Case (e.g., Case.Support_Team__c) and the routing rules are documented for Salesforce Flow-based assignment reconstruction.

NV Desk SLA rules (response time and resolution time targets per team or case type) map to Salesforce Entitlements and Milestones. Each NV Desk SLA definition becomes an Entitlement record attached to the Account or Contact, with Milestone records defining First Response and Resolution targets. We preserve the SLA name and business hours reference. Note that Salesforce requires the Entitlement Process to be configured in Setup before data import; we include the configuration steps in the migration runbook.

NV Desk deployments vary in custom field count and type. We inventory all custom fields during scoping, map their data types to Salesforce field types (Text, Number, Picklist, Checkbox, Date, etc.), and pre-create the fields on the Case object before migration begins. Fields with no direct Salesforce equivalent are flagged in the mapping document for the customer's admin to decide whether to create a custom field, use an existing standard field, or drop the data. Custom field creation happens in the destination Sandbox before production migration.

NV Desk multi-channel conversation threads (voice call notes, email, chat, social, web) attached to a case map to Salesforce EmailMessage records linked to the Case. The channel metadata (voice, email, chat, social) maps to the EmailMessage.Status or a custom channel field. We preserve the original message timestamp, the agent or customer author, and the message body including any inline images. Thread ordering is maintained by sorting on the original timestamp before insert.

NV Desk case attachments migrate as Salesforce ContentDocument records linked to the Case via ContentDocumentLink. We extract file metadata (name, MIME type, size) and content, then upload via the Salesforce ContentVersion API. Files larger than 25 MB per Salesforce's chunk limit are split and reassembled during ingestion. The customer's admin must grant the migration user read access to the NV Desk attachment endpoint during discovery.

NV Desk tags applied to cases for categorization migrate as values in a custom multi-select picklist field on Case (e.g., Case.Tags__c). If the tag taxonomy is large (over 100 unique tags), we use a custom tag management approach to prevent picklist overflow. Tag naming collisions (duplicate tags with different meanings) are resolved during the mapping phase with customer input.

NV Desk KB articles and categories migrate to Salesforce Knowledge where the destination org has Knowledge enabled (requires Lightning Experience and a Knowledge-enabled user permission). We extract article title, body HTML, category assignments, and publish status. Articles are reimported as KnowledgeArticleVersion records in the draft state so the customer's admin can review and publish after migration. Salesforce Knowledge requires at least one Article Type to be defined before import; we document the Article Type creation steps in the runbook.