Migrate from Salesforce Service Cloud to HubSpot Service Hub

Salesforce Cases map directly to HubSpot Tickets. CaseNumber becomes Ticket ID for cross-reference; Subject maps to Ticket subject; Status maps to Ticket status (New, Open, Pending, Solved, Closed); Priority maps to Ticket priority (Low, Medium, High, Urgent); Origin maps to a HubSpot dropdown property. Record Type maps to a Ticket pipeline only if multiple pipelines are configured in HubSpot. Parent Case and Case parent lookup to Contact and Account are resolved at migration time via the Contact and Account import.

Salesforce Contacts map to HubSpot Contacts with email as the dedupe key. FirstName, LastName, Email, Phone, Title, and Department migrate directly. The Contact-to-Account relationship in Salesforce maps to HubSpot's primary Company association on the Contact record. Multi-address contacts require field-level mapping of MailingStreet, MailingCity, MailingState, MailingPostalCode, MailingCountry to HubSpot address properties.

Salesforce Accounts map to HubSpot Companies. Account Name becomes Company name; Website becomes the Company domain for HubSpot's company detection logic. Industry, Type, and BillingAddress map to equivalent HubSpot Company properties. Parent Account hierarchies in Salesforce flatten to HubSpot's simple Company record with a custom parent_company__c field if hierarchy depth is required by the customer's reporting.

Case Comments (public and private, distinguished by IsPublished flag) map to HubSpot Ticket conversation entries. Public comments become visible ticket replies; private comments are added as internal notes in HubSpot if the customer's workflow requires them. Rich-text formatting is sanitized to plain text or HTML depending on HubSpot's rendering support at the time of migration. CreatedDate and CreatedById on each comment are preserved as the conversation timestamp and author.

Case History tracks field-level changes on the Salesforce Case record. HubSpot Tickets do not have a native audit trail equivalent in the free or Starter tiers. We offer selective migration of Case History as a custom multi-line text property on the Ticket (e.g., status_change_log__c) capturing the most recent 10-20 status and priority changes with timestamps. Full field-level audit trail requires HubSpot Service Hub Enterprise with the audit log add-on.

Salesforce Case Team Members assign roles (e.g., Escalation Agent, Tier-2 Support) to individual Users on specific Cases. HubSpot has no native case team concept on Starter or Professional. On Service Hub Enterprise, HubSpot's Teams feature can be used to associate multiple agents with a Ticket. We map team roles to HubSpot Teams (if Enterprise) or to a custom multi-checkbox property on the Ticket listing assigned agents and their roles.

Salesforce Entitlements define SLA terms (response time, resolution time) and are linked to Contacts and Accounts via the ServiceContract or Asset. HubSpot Service Hub has no native Entitlement equivalent on Starter; Professional and above support custom properties on Tickets. We translate Entitlement terms (BusinessHours, FirstResponseTime, ResolutionTime) into custom number properties on Tickets: sla_first_response_hours__c and sla_resolution_hours__c. If the customer requires granular milestone tracking (multiple entitlement types per case), we recommend a custom SLA object created in HubSpot's custom object schema.

Case Milestones track SLA breach time Remaining (in minutes) and CompletionDate tied to an Entitlement and MilestoneType. We preserve milestone data as custom fields on the mapped Ticket: milestone_type__c, milestone_target_datetime__c, and milestone_remaining_minutes__c. HubSpot has no automatic milestone timer; these fields serve as reference data for the customer's SLA reporting. If the destination HubSpot org has Service Hub Enterprise, the SLA feature provides time-based escalation rules but not the Remaining calculation that Salesforce tracks automatically.

Salesforce Knowledge Articles with published versions, categories, and URL Names map to HubSpot Knowledge Base articles. Article Title becomes HubSpot article title; Summary and Body (rich text) migrate to HubSpot article body; Knowledge Article categories map to HubSpot Knowledge Base categories. Article publishing state (Draft, Published, Archived) requires mapping to HubSpot's Draft and Published states. Article-Case linking (CaseArticle junction) is preserved by adding the Salesforce Case ID as a custom property on the HubSpot article for cross-reference.

Salesforce Email Messages are child records of Cases representing inbound and outbound email threads. They map to HubSpot Ticket email conversations attached to the Ticket record. Message body (HTML or plain text), subject, FromAddress, ToAddress, and Incoming flag migrate directly. EmailMessage CreatedDate preserves the conversation timestamp. Attachments on Email Messages migrate as HubSpot file attachments linked to the Ticket.

Salesforce Solutions store reusable knowledge article content linked to Cases via CaseSolution. HubSpot has no native Solutions equivalent. We migrate Solution titles and body content as HubSpot Knowledge Base articles (if the customer licenses Service Hub Professional or above) or as internal notes on the mapped Ticket if Knowledge Base is not available on the customer's HubSpot tier.

Salesforce Assets represent products purchased by an Account and are often linked to Cases for product-specific support. Asset Name, Status, InstallDate, Quantity, and Product reference migrate to HubSpot as a custom object (Service Hub Professional and above) or as custom properties on the Company record (e.g., asset_name__c, asset_status__c). Asset-to-Case linkage is preserved as a custom Ticket property linking to the Asset ID for cross-reference.

Salesforce Products (Product2 records) map to HubSpot Products with Standard Pricebook entries created at migration time. Product Name, Product Code (SKU), Family, and Description migrate directly. PricebookEntries map to HubSpot price tables linked to the product. Products are migrated before Cases/Tickets so that the product lookup on the Ticket can be resolved at import time.

Salesforce Users (agents and admins) are referenced on Cases, Case Comments, and Case Team Members via OwnerId and CreatedById. HubSpot Users cannot be created via API import; the customer's HubSpot admin must provision the user accounts before migration and provide the email-to-HubSpot-User-ID mapping. We use this mapping to resolve OwnerId and CreatedById references on Cases, Comments, and Email Messages at migration time. Inactive Salesforce Users can be mapped to inactive HubSpot Users if historical assignment is required for audit.

Salesforce custom objects (with __c API names) migrate to HubSpot custom objects of equivalent name. HubSpot custom objects require Service Hub Professional or above and must have at least one required property. We pre-create the destination schema including all custom properties, lookup relationships to Contacts, Companies, and Tickets, and any validation rules before data import. Custom object import runs last because destination records must exist to satisfy lookup references.