Migrate your Salesforce Service Cloud data

Cases are the primary ticket object in Service Cloud, supporting multiple Record Types and custom fields. We map the full case lifecycle including Origin, Status, Priority, and Record Type. Standard fields transfer cleanly; custom Case fields require explicit value-mapping between source and destination schemas.

Contacts are standard CRM objects with a rich relationship to Accounts and Cases. We preserve the Contact-to-Account relationship and any custom contact properties. Multi-address records require field-level normalization.

Accounts represent organizations and support hierarchical structures (parent Account). We map Account hierarchy and standard fields. Custom Account fields require value-mapping. Industry and Type picklist dependencies are handled explicitly.

Case Comments are child records of Cases, supporting both public and private comments. We migrate comments as a related list, preserving the IsPublished flag. Rich-text formatting may require sanitization depending on destination.

Case History tracks field-level changes (audit trail). We migrate history as a snapshot linked to the parent Case. Not all destination CRMs have an equivalent audit trail object, so we offer selective migration of status and owner-change events.

Case Team Members assign roles to Users on individual Cases. We map team roles and member assignments. If the destination does not have a case team concept, we convert assignments to a custom Case field or linked User record.

Case Milestones track SLA entitlement time Remaining and Completion dates. Milestone objects are tied to Entitlement and Milestone Type. We preserve milestone timestamps and remaining time, flagging any breached milestones for customer review.

Entitlements define SLA terms (response time, resolution time) and are linked to Contacts and Accounts. We migrate entitlement records and their association to Cases. Entitlement process and milestone type mapping requires configuration-level review.

Knowledge Articles store structured self-service content linked to Cases via Case Article. We migrate article versions, categories, and URL names. Article publishing states (Draft, Published, Archived) are preserved as a custom field in the destination.

Email Messages are threaded under Cases via the parent Case ID. We map message body, subject, from/to addresses, and HTML body. Attachments are extracted separately and linked via foreign key. Plain-text normalization may be needed for destination rendering.

Solutions are reusable knowledge articles attached to Cases. We migrate Solution titles, body content, and attachment links. If the destination has a different KB model, Solutions may be merged into Knowledge Article equivalents.

Assets represent products purchased by an Account, often linked to Cases. We map Asset name, status, install date, and product relationship. Asset-to-Case linkage is preserved via custom mapping if the destination lacks a native Asset object.

Products define the product catalog and are linked to Assets and Cases. We migrate product names, codes, families, and descriptions. Pricebook entries require explicit mapping to destination pricebook structure.

Users represent agents and admins in Service Cloud. We map user profiles, roles, and active status. In migrations, agent Users are typically mapped to new user IDs in the destination system via an explicit owner-redirect table.

Tag definitions (Salesforce Topics for Cases) are lightweight taxonomy objects with no standard export path and limited migration value. We skip Tags and recommend rebuilding taxonomy in the destination using the Case subject and custom fields.