Migrate from Rhino Support to Salesforce Service Cloud

Rhino Support Tickets map directly to Salesforce Case. The Rhino ticket subject becomes Case Subject, description becomes Description, status maps to Case Status (New, Working, Escalated, Closed), and priority maps to Case Priority (High, Medium, Low). Rhino's assignee maps to Case OwnerId via the Agent-to-User lookup. Ticket ID is preserved in a custom field rhino_ticket_id__c for audit. Open and closed tickets migrate with full status history.

Rhino Customer records map to Salesforce Contact. Email is the unique identifier and dedupe key. Name, phone, and any customer-level custom fields map to Contact fields. If the customer has a company association in Rhino, we resolve the Company to a Salesforce Account before inserting the Contact so that AccountId is populated on the Contact record. This is critical for Case linkage.

Rhino Company records map to Salesforce Account. Company name becomes Account Name, website becomes Account Website, and any company-level custom fields map to Account custom fields. If no Company object exists in the customer's Rhino plan or schema, we extract the company name from the Customer record's company field and create Account records with that name. Account pre-creation is required before Contact insert because Salesforce requires AccountId on Contact.

Rhino Agent records map to Salesforce User. We match by email address as the dedupe key. Any Agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before the migration continues. Agent display names and team associations are preserved in custom fields rhino_agent_name__c and rhino_team__c so that permissions can be rebuilt in Salesforce post-migration.

Rhino Teams map to Salesforce Queues (for Case routing) or Groups (for collaboration). During scoping, we determine whether the customer intends to use Salesforce Omni-Channel routing, which uses Queues for work item distribution, or whether a simple Group-based visibility model suffices. The customer's admin configures Queue membership in Salesforce after migration using the team roster we provide.

Rhino ticket conversations map to Salesforce EmailMessage records linked to the parent Case. We preserve the author type flag (internal agent versus customer) using Salesforce's EmailMessage.headers field or a custom field to distinguish internal-only notes from customer-visible thread entries. Subject line from the parent ticket migrates as EmailMessage.Subject. Message body migrates as plain text or HTML depending on the destination email configuration.

Rhino custom ticket fields catalogued during discovery are mapped to Salesforce Case custom fields of equivalent type (text, number, date, picklist). We pre-create the custom fields in Salesforce via metadata API before migration begins. Where no equivalent field exists in the destination, values write to a catch-all custom field case_rhino_notes__c and we flag the customer to create the proper field and migrate values post-migration.

Rhino ticket attachments migrate as Salesforce ContentDocument and ContentVersion records attached to the parent Case via ContentDocumentLink. We retrieve attachments via the accessible download URLs in Rhino and upload to Salesforce. Files exceeding Salesforce's 25 MB per document limit or formats blocked by Salesforce's virus scanning are flagged for manual re-upload. The ContentDocumentLink visibility is set to AllUsers for customer-visible files.

Rhino ticket tags migrate as a comma-delimited text string in a custom Case field case_tags__c, or as Salesforce Topics with TopicAssignment records if the customer uses the Lightning Topics feature. The choice is made during scoping based on the customer's intended use of tag data post-migration. Tag length is validated against Salesforce's 255-character limit per field.

Rhino does not have a structured Case Origin field but tracks the intake channel (email, web form, API) per conversation. We derive the Case Origin value from the first conversation's channel type and map it to Salesforce Case.Origin (Email, Web, Phone, Chat). Any intake channels not supported by Salesforce's standard picklist values are flagged for custom picklist extension.