Migrate from Pega Customer Service to Salesforce Service Cloud

Pega Cases map to Salesforce Case records. The primary case fields (subject, description, status, priority, origin, create timestamp, last-modified timestamp) migrate as direct attribute mappings. Active SLA timers migrate as Case Milestones linked to Entitlement Processes we configure against the Account or Contact. Pega Case ID is stored in a custom field pegasystems_case_id__c for cross-reference. Pega's case type hierarchy (parent Case, child Case) maps to Salesforce's ParentCaseId lookup.

Pega Contact records map to Salesforce Contact. Standard properties (name, email, phone, address, organization) migrate directly. Custom Contact properties detected during scoping are mapped to Salesforce custom fields with equivalent data types (picklist, date, integer, text). Organization associations from Pega map to Salesforce AccountId via Account name lookup resolution.

Pega Workgroups define team structures and queue ownership. Each Workgroup maps to a Salesforce Queue (a Public Group with Case sharing rules) and optionally to Omni-Channel Skills if the destination org uses Skills-Based Routing. The Workgroup-to-Agent assignment (agent skill ratings and proficiency scores) migrates to a combination of Salesforce User Skills and a custom skill_rating__c field on the User record. We document the full Workgroup hierarchy as a reimplementation blueprint before migration.

Pega agent profiles carry role, skill, and authorization data. We export agent profiles and resolve them by email match against the Salesforce destination org's User table. Skill ratings and assignment rules migrate as custom fields on the User record. Any Pega agent without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before case import proceeds.

Pega Knowledge articles (searchable help content and guided responses) migrate to Salesforce Knowledge. Article text, categories, and metadata export from Pega. HTML-formatted articles require content cleaning before insertion because Salesforce Knowledge enforces stricter HTML sanitization. We apply a transformation step that strips unsupported tags and preserves formatting. Article URL Name in Salesforce is derived from the Pega article ID to preserve internal link references.

Pega SLA thresholds, escalation triggers, and timer configurations export as structured metadata. We map these to Salesforce Entitlement Processes (which define the time-based milestones) and Entitlement Milestones (which define first response and resolution targets per Case Type equivalent). SLA breach flags from Pega are preserved as custom Case fields since Salesforce milestones do not carry a migration-ready breach timestamp field by default.

Pega Case Types define the workflow, stages, and assignment logic for categories of cases. We export stage definitions and routing rules as structured metadata records. These map to Salesforce Record Types (one per Pega Case Type), Business Hours (for SLA timer calculation), and Assignment Rules (for case routing) that the customer's admin configures in Salesforce after migration using the documentation we deliver.

Pega Microjourneys are customer workflow templates that define multi-step service processes with branching logic. Microjourneys are stored in Pega's Rules Repository and do not export as flat data. We deliver a structured export of the journey configuration metadata (stage sequence, decision points, action assignments, and timer triggers) as a written reimplementation guide. The customer's Salesforce admin or implementation partner uses this to rebuild equivalent Flows in Salesforce.

File attachments linked to Pega cases and knowledge articles are downloaded as binary files and uploaded to Salesforce as ContentVersion records, then linked via ContentDocumentLink to the parent Case or Knowledge Article. Large attachment binaries (over 20 MB per file) require chunked transfer due to Salesforce's ContentVersion size limits. We preserve the original filename, file extension, and MIME type in Salesforce's ContentVersion fields.

Chat, email, and phone interaction transcripts stored in Pega case history export as transcript text with channel metadata. Emails migrate as Salesforce EmailMessage records linked to the Case; chat transcripts migrate as Task records with a custom transcript_body__c field; phone call records migrate as Task with TaskSubtype=Call and CallDurationInSeconds. Structured thread metadata (message timestamps, agent attribution) is preserved as JSON in a custom field to avoid schema mismatches.

Custom fields on Pega Cases, Contacts, and other objects are detected during scoping and mapped to Salesforce custom fields with equivalent data types. We pre-create the destination Salesforce custom field schema (with __c API names) before any data import so that field-level mapping is satisfied at migration time. Custom field validation rules in Pega are documented for recreation as Salesforce validation rules.