Migrate your Oracle Service Cloud (formerly RightNow) data

Incidents are the primary ticket object in Oracle B2C Service, supporting thread histories, status workflow transitions, and custom field extensions. We map Incidents field-for-field and preserve the full conversation thread and timestamp chronology. We flag records affected by the platform's known contact-association auto-deletion bug during import scoping.

Contacts store end-customer profiles with standard and custom properties. The platform supports multiple contact roles per organization. We preserve all contact properties including custom fields and org associations. During import, we validate that parent Organization IDs exist in the destination to prevent orphaned contact records.

Organizations are account-level entities that group Contacts and Assets. The platform supports hierarchical org structures. We map Organizations including their associated Contacts and Assets as a unit, preserving the relationship graph across the migration.

Answers are KB articles with versioning, approval workflows, and access rules. Knowledge Advance dynamically ranks answers using machine learning. We export the full article body, metadata, categories, and access permissions. We reconstruct the answer hierarchy and display-order configuration in the target KB.

Assets link products and warranties to Contacts and Organizations, supporting entitlement checking. We map asset records including product reference, serial number, contract status, and associated contact. Asset-to-entitlement relationships are preserved during migration.

Tasks are internal action items tied to Incidents or standing alone, supporting assignees, due dates, and status workflows. We map Tasks with their parent Incident associations and preserve assignee identity mapping to the destination user directory.

Custom Objects are customer-defined schemas created in Object Designer and can be standalone or child objects of standard entities. They are not always exposed in the REST API unless the sandbox is published. We inspect the custom object schema at the outset, map field names to the destination equivalent, and handle any polymorphic relationships explicitly during migration.

Opportunities track sales pipeline items with revenue fields, stage, and owner assignment. The Opportunity object in B2C Service is lighter than in Oracle Sales Cloud. We map standard fields directly and flag any custom revenue or forecasting extensions for explicit field mapping during scoping.