Migrate from Pylon to Salesforce Service Cloud

Pylon Issues map to Salesforce Case records. Issue subject becomes Case Subject, Issue body and thread history become EmailMessage records (for email-originated Issues) or Chatter FeedItem records (for Slack-channel-originated Issues). Created time, response time, and resolution time migrate to Case CreatedDate, FirstResponseDate (custom field), and ClosedDate respectively. Issue status maps to Case Status with the customer's status matrix applied.

Pylon Accounts map directly to Salesforce Account records using domain matching and name matching as the dedupe key. Account-level custom fields migrate to custom Account fields created by the customer's admin before migration. Any Pylon Account with a Salesforce account_id from an existing Pylon-Salesforce integration is matched by that external ID to prevent duplicate Account creation.

Pylon Contacts map to Salesforce Contact records. The Contact's primary AccountId is resolved by matching the Pylon Contact's account association against the imported Account records. Email becomes the dedupe key. Custom contact fields migrate via the custom field pipeline. Pylon Contacts created from Slack channel membership (where email may not exist) are flagged in the reconciliation report for admin review.

Pylon Teams map to Salesforce Queues. Queue membership is populated from Pylon Team membership at migration time. If the Pylon team routing is condition-based (not static assignment), we represent the routing conditions in the handoff document and recommend Omni-Channel Work Item Assignment Rules as the Salesforce equivalent.

Pylon Users map to Salesforce User records by email match. Any User without a matching Salesforce User is held in the reconciliation queue for the admin to provision. Agent-level metrics (CSAT, handle time) from Pylon are preserved as custom fields on the Salesforce User record when the destination schema supports them.

Pylon custom fields on Issues migrate as custom fields on Salesforce Case. The customer admin creates the destination custom fields in Object Manager before migration (type, label, and API name matched to source). We provide a complete schema diff listing each Pylon custom field with its data type, API name, and recommended Salesforce field type. Picklist values from Pylon migrate as Salesforce picklist values on the equivalent field.

Pylon Articles migrate to Salesforce Knowledge Articles of the chosen Article Type. Article body migrates as the Article's Rich Text body field with HTML sanitization applied. Author and created timestamp migrate to Salesforce fields. We preserve article-to-collection assignments by tagging articles with a Category field or migrating to Salesforce Category Groups depending on the destination's Knowledge version.

Pylon Collections (folders) migrate as Salesforce Knowledge Category Groups and Data Category selections. Nested sub-collections map to sub-categories in Salesforce. Permission settings on Collections migrate to Article Management permissions on the Salesforce Knowledge site if the customer has Knowledge enabled.

Pylon Tasks from the Account Intelligence layer migrate to Salesforce Task records linked to the parent Account, or to a custom Account Intelligence Task object depending on the customer's chosen schema. We recommend during scoping whether to use standard Tasks (simpler, searchable in Activity timelines) or a custom object (more fields, better separation from case-level activity). The customer's admin decides and we implement the chosen approach.

Pylon Activities from the Account Intelligence layer migrate to Salesforce Task or Event records based on activity type. Meeting-type activities map to Event; all others map to Task. Activity timestamps and descriptions preserve. The customer chooses the representation during scoping, and we apply it consistently across all migrated records.

Pylon Notebooks contain free-form notes and account health summaries that do not map to a standard Salesforce object. During scoping, the customer chooses whether to migrate Notebooks as Salesforce ContentNote records (linked to Account via ContentDocumentLink) or as a custom Account Intelligence Notebook custom object with a Long Text Area field for the note body. Notebooks with structured fields (e.g., health score, risk indicators) are better suited to a custom object.

Pylon Projects are tracked projects tied to Accounts and do not map to any standard Salesforce object. We migrate them as a custom Account_Project__c object with Name, Description, Status, AccountId (lookup), and due date fields. If the customer uses Salesforce Opportunities to represent project-based revenue, we offer a mapping option where Projects become Opportunities with a custom record type.