Migrate from Sagicc to Salesforce Service Cloud

Sagicc Cases (tickets) map directly to Salesforce Case records. The Sagicc case identifier is preserved in a custom field sagicc_case_id__c for audit. Case Status, Priority, and Origin migrate to Salesforce equivalents; Sagicc channel source (WhatsApp, chat, voice, email, social) populates Salesforce Case Origin using a configured picklist mapping. Agent assignment in Sagicc maps to Salesforce Case OwnerId via the Agent-to-User lookup. Closed and open timestamps migrate to Salesforce Case.CreatedDate and ClosedDate fields requiring Enable Set Audit Fields upon Record Creation permission in the destination org.

Sagicc Contacts map to Salesforce Contact. The Sagicc contact identifier is preserved in a custom field sagicc_contact_id__c. Name, email, phone, and custom document/ID fields migrate to standard Contact fields. Sagicc allows manually created contacts without a case; Salesforce Contact is often tied to an Account, so we create a default Account (e.g., 'Migrated Contacts') during migration for contacts without a parent Account and flag them for the customer's admin to merge or reassign post-migration.

Sagicc Conversation messages across WhatsApp, chat, email, SMS, Facebook, Instagram, Telegram, and web form migrate to Salesforce EmailMessage records (for channel=email) and Task records with custom channel attribution fields (sagicc_channel__c) for non-email channels. Each message attaches to the parent Case via the WhatId relationship. Message direction (inbound/outbound) maps to Salesforce MessageDirection. Agent and customer sender details are preserved in the From and To fields. For cases with high message volume, we chunk inserts through the Bulk API to stay within Salesforce daily API limits.

Sagicc Agent profiles (name, role, team assignment, active/inactive status) map to Salesforce User records. We match Sagicc Agents to Salesforce Users by email address. Any Sagicc Agent without a matching Salesforce User is placed in a reconciliation queue for the customer's admin to provision the corresponding User before record migration continues. Agent performance metrics stored in Sagicc are preserved in case history but do not have a direct Salesforce standard field equivalent; we flag these for reporting reconstruction.

Sagicc Teams (agent groupings for routing and SLA) map to Salesforce Group records with Group.Type = Regular. Team membership migrates as GroupMember records linking Users to Groups. The team-to-agent mapping is preserved so that Sagicc routing rules can be translated to Salesforce Omni-Channel Routing Configurations post-migration. Teams used for SLA assignment map to Salesforce ServiceChannel with the appropriate service levels.

Sagicc KB articles migrate to Salesforce Knowledge with article type matching Sagicc's article categories. Article content, title, body (rich text), and media assets migrate as Salesforce ArticleVersion records. Formatting may require post-migration review due to differences in rich-text editors. Categories migrate to Salesforce Data Category Groups. We flag articles with broken links or embedded media for manual remediation before the knowledge base goes live in Salesforce.

Sagicc SLA rules (first-response time, resolution time, business hours per team or channel) map to Salesforce Entitlement records attached to Account, with Milestone records defining the specific time triggers. Sagicc's business-hours definition maps to Salesforce BusinessHours. We export the SLA tier definitions and map them to Entitlement Process records in Salesforce, noting any differences in time-trigger behavior that may require admin tuning after migration.

Sagicc Channels (WhatsApp Business API, web chat, cloud telephony, email, Facebook, Instagram, SMS) are partially migratable. Email channel maps cleanly to Salesforce Email-to-Case and MessagingChannel. WhatsApp requires a new WhatsApp Business API account registration under the customer's Meta business portfolio, and Sagicc-approved templates must be re-submitted to Meta for approval under the new account. We document all active Sagicc WhatsApp templates with their approval status so the customer can plan the re-approval timeline. Voice channel maps to Salesforce Voice or an Einstein Conversation Insights routing configuration pending the customer's telephony partner selection.

File attachments within Sagicc Cases and Knowledge Base articles migrate as Salesforce Attachment records linked to the parent Case or Article. We transfer binary files and maintain the parent record association. Inline images embedded in rich-text case or article content migrate as separate ContentDocument records with ContentDocumentLink associations. File naming conventions and original upload timestamps are preserved as metadata fields.

Sagicc Tags applied to Cases for categorization migrate as Salesforce CaseTag records (if the destination org has Topic Assignment enabled) or to a custom multi-select picklist field sagicc_tags__c on Case. The customer chooses the tag strategy during scoping. Tag-based filtering used in Sagicc reporting does not migrate; we document tag usage for rebuilding as Salesforce report filters post-migration.

Custom fields on Sagicc Cases and Contacts are supported for export. We create equivalent custom fields on Salesforce Case and Contact with matching API names (appended with __c per Salesforce convention) and type-mapped Salesforce field types (text, number, date, picklist, checkbox). Custom field values migrate with the parent record. Custom fields on other Sagicc objects follow the same mapping approach per object.

Sagicc Block List entries (contacts, accounts, or domains suppressed from interaction) are exported in full. Salesforce Service Cloud does not have a native block-list feature, so we flag each entry for the customer's admin to handle in the destination system. Common approaches include flagging the Contact with a custom suppression field, adding the domain to a blacklist Validation Rule, or configuring Einstein Activity Capture suppression rules if the customer uses that feature.