Migrate from Rezolve.ai to Salesforce Service Cloud

Rezolve.ai Tickets map to Salesforce Service Cloud Case records. Ticket Status (Open, Pending, Resolved, Closed) maps to Case Status with a custom field rezolve_original_status__c preserving the source value. Ticket Priority maps to Case Priority. We extract the ticket number as a custom field rezolve_ticket_id__c for cross-reference. Parent-child ticket relationships (linked issues, sub-tasks) map to Salesforce Case Hierarchical Relationships or a custom Case lookup field depending on the destination org's configuration.

Rezolve.ai conversation threads attached to Tickets split into Salesforce EmailMessage records (message content) and Task records (activity timeline entries). Each conversation turn becomes either an EmailMessage linked to the Case via ParentId, or a Task with Status, ActivityDate, and description populated from the original message. Teams-specific formatting, emoji reactions, and threading metadata do not transfer. The original thread structure is preserved in the message order for chronological reconstruction on the Case timeline.

Rezolve.ai Knowledge Articles migrate to Salesforce Knowledge with one KnowledgeArticleVersion record per language version. Article body, summary, and categories transfer. AI-resolution metadata (confidence thresholds, linked Skills, auto-resolution rules) is Rezolve.ai-specific and does not migrate directly. We preserve the skill associations in a custom long-text field rezolve_skill_links__c so the destination admin can reference the original resolution logic when rebuilding triggers in Service Cloud Flow or Einstein AI.

Rezolve.ai end-user records (employees submitting tickets) migrate to Salesforce Contact. Email, name, department, manager, and location fields transfer 1:1. Role assignments (end user vs agent) do not map directly because Salesforce Contact does not carry a role; we create a custom picklist field rezolve_user_role__c to preserve whether the original was an employee or an agent. Contacts are imported before Cases so that the lookup relationship is satisfied at insert time.

Rezolve.ai Agent records map to Salesforce User records for agents who will have login access to Service Cloud, and to Contact records for agents who will not. We extract agent profile information (name, email, team assignment, workload metrics) and map team assignments to Salesforce Queues or Public Groups. Agents without a matching Salesforce User are imported as Contacts with the rezolve_user_role__c field set to Agent for record-keeping. SLA assignments and escalation rules are configuration items documented for manual setup in Service Cloud.

Rezolve.ai Teams represent routing groups and service desk squads. Team structures migrate to Salesforce Service Cloud Queues, with team membership mapped to QueueGroup membership. Routing rules from Rezolve.ai are documented as configuration requirements for Service Cloud Assignment Rules and Omni-Channel routing. If the destination org uses Salesforce Lightning, we configure Queues before the Case migration so that owner assignment is valid at insert time.

Rezolve.ai Knowledge Skills and Task Skills are AI-resolution units tied to the platform's LLM infrastructure. They have no direct Salesforce equivalent. We document the business intent of each Skill (what triggers it, what knowledge it uses, what resolution path it follows) in the migration audit deliverable. The destination admin rebuilds Skills using Salesforce Flow, Einstein AI for Service, or a combination of Flow triggers and Knowledge article routing rules. This is a manual reconstruction step outside the data migration scope.

Rezolve.ai workflows define automation sequences for ticket routing, approvals, and escalations using proprietary AI logic. They do not export in standard formats and cannot be imported into Salesforce. We export workflow definitions, triggers, conditions, and actions during discovery and deliver a written workflow inventory with a recommended Salesforce Flow equivalent for each automation. The customer admin or a Salesforce partner rebuilds the automations post-migration. This is documented separately from the data migration scope.

Custom fields on Rezolve.ai Tickets, Knowledge Articles, and other objects migrate with their data types and values. We flag any custom fields that reference Rezolve.ai-specific picklist values, formula references, or conditional logic tied to the platform. These require manual reconfiguration on the destination because picklist value sets do not transfer across platforms. We pre-create the destination custom fields in the Salesforce org schema before data import begins.

File attachments on tickets, knowledge articles, and conversations migrate as Salesforce ContentVersion records (the binary blob) linked via ContentDocumentLink to the parent Case, Contact, or Knowledge Article. We preserve the original file name, MIME type, and upload date. Storage location references from Rezolve.ai are not transferable; files are re-hosted in Salesforce Files or the customer's connected storage solution post-migration.

Rezolve.ai built-in reporting dashboards for resolution rates, ticket volumes, and CSAT do not migrate directly. We export report configuration metadata (report names, filters, metrics) and deliver a written report inventory with recommended Salesforce Reports equivalents for each dashboard. Complex reports with custom metric formulas require manual rebuild using Salesforce Report Builder. Basic record counts and status distributions map directly to standard Service Cloud report types.