Migrate from Service Creatio to Salesforce Service Cloud

Service Creatio Cases map directly to Salesforce Case. Case number, subject, description, status, priority, origin, and reason migrate as typed fields. Custom columns added via Creatio's UI designer map to Salesforce custom fields created during schema discovery. Creatio's case status values map to Salesforce Case Status picklist; we configure the picklist values in the destination before migration to avoid rejection. Case owner assignment migrates by resolving the Creatio User lookup to Salesforce OwnerId via email match.

Service Creatio Contacts map to Salesforce Contacts. ContactId, name fields (FirstName, LastName), email, phone, and any custom Contact properties migrate. The link between a Case and its primary Contact record is preserved via the Case.ContactId foreign key. Contact is loaded before Case in migration order so that the lookup reference is satisfied at insert time.

Service Creatio Accounts (labeled Companies) map to Salesforce Account. Account hierarchy, address data, industry classification, and custom Account fields migrate. The account hierarchy depth from Creatio is preserved as parent Account lookups in Salesforce. Account is loaded before Contact to satisfy the AccountId lookup on Contact records.

KB articles from Service Creatio migrate to Salesforce Knowledge Article records with their article body content, title, summary, and publication status. The article-to-category structure migrates as Salesforce Article Type and Data Category assignments. Articles previously linked to Case resolution flows are re-linked via CaseArticle records at migration time. Creatio articles using rich text content require a separate export pass to avoid triggering the OData RAM limit.

Creatio Activity records (calls, emails, meetings, tasks) migrate to Salesforce Task and Event objects. Activity type determines the destination object: calls and tasks map to Task with TaskSubtype preserved; meetings map to Event. Due date, completion status, subject, and the parent record reference migrate. Activity records with a large column set may trigger the OData RAM limit and require targeted export splitting.

Creatio SLA rules define response and resolution time commitments per case category. These map to Salesforce Entitlement records with associated Milestone records defining the time-bound triggers. The SLA conditions (which case fields trigger the timer) require manual configuration in Salesforce because Creatio's condition-logic engine differs from Salesforce's EntitlementProcess model. We deliver a written mapping of every Creatio SLA rule to its Salesforce Entitlement equivalent and the customer configures milestones in Setup.

Creatio queues group cases for team or individual assignment and define routing priority. We export queue membership and routing rules as a configuration inventory. Salesforce Omni-Channel uses a different routing model (Work Items, Skills-Based Routing, Presence Configuration) that requires the customer's admin to rebuild queue structures in Setup. We document the Creatio queue membership per user and recommend a corresponding Omni-Channel configuration post-migration.

Custom objects created via Creatio Studio Object type schemas migrate to Salesforce custom objects with __c suffix naming. Each custom object requires explicit schema discovery during the technical audit: we enumerate all Object schemas, extract column definitions, and identify lookup relationships. This is mandatory before we can create the corresponding Salesforce custom object schema and map fields. Custom object records migrate last in dependency order because they often contain lookups to standard objects.

Standard Service Creatio objects (Case, Contact, Account) can have custom fields added via the UI designer. We identify all custom fields during discovery, map them to Salesforce custom properties with equivalent field types, and flag any Creatio-specific field types (e.g., Business Process type columns) that require manual review or custom handling at the destination.

File attachments in Service Creatio are stored via File-type schemas (e.g., ContactFile, CaseFile). Large attachment sets trigger the OData RAM limit during export. We address this by extracting file metadata and binary data in a dedicated pass with rich text columns excluded from the initial export. Files migrate as Salesforce ContentVersion records linked via ContentDocumentLink to the parent Case, Contact, or Account record.

Service Creatio Users serve as case owners, activity assignees, and queue members. We map Creatio users to Salesforce Users by email lookup. Inactive Creatio users are preserved as historical owners (mapped to an Inactive User field) rather than reassigned, maintaining audit trails. The customer's Salesforce admin provisions any missing Users before record migration begins.