Migrate from Servicetonic Helpdesk Tool to Salesforce Service Cloud

Servicetonic Incidents map to Salesforce Cases using Case Record Type = 'Incident'. The source incident status (open, in progress, pending, resolved, closed) maps to Salesforce Case Status picklist values that we configure per the customer's status lifecycle. Priority maps to Case Priority. The linked Configuration Item reference resolves to a custom CMDB__c record inserted before the Case import. Source incident number is stored in a custom field st_incident_id__c for audit traceability.

Servicetonic Service Requests map to Salesforce Cases using Case Record Type = 'Service Request'. Request type from Servicetonic becomes a custom Case field request_type__c. If the Servicetonic request is linked to a Catalog Item, we store the catalog item reference in a custom field catalog_item__c. Approval status from Servicetonic migrates as a custom field approval_status__c; Salesforce approval workflows must be rebuilt in Flow if required in the destination.

Servicetonic Knowledge Articles migrate to Salesforce Lightning Knowledge as KnowledgeArticleVersion records. Article title, body content (rich text), and attachments (inline images preserved) transfer directly. Servicetonic category hierarchy maps to Salesforce Data Category Groups that we configure before article import. Visibility flags from Servicetonic (internal, external, public) map to Salesforce article visibility channels (App, Portal, Public, All). We flag any articles linked to AI Tonic triage rules and document them separately for the customer to re-associate post-migration.

Servicetonic Service Catalog entries do not have a direct Salesforce standard object equivalent. We migrate catalog item metadata (name, description, price, fulfillment process steps) into a custom Catalog_Item__c object and map the associated fulfillment workflow to a Salesforce Flow that the customer rebuilds. The Flow rebuild is documented in the automation inventory we deliver post-migration. If the customer uses Experience Cloud, catalog items may alternatively map to Digital Experience (Community) content for a self-service portal.

Servicetonic end-user requester profiles (name, email, organization, location, contact preferences) map to Salesforce Contact records. The requester's organizational affiliation maps to the Contact's AccountId by resolving the Servicetonic organization name to a Salesforce Account. Contact preferences and language settings migrate to custom fields. Email opt-in status migrates to HasOptedOutOfEmail.

Servicetonic agent profiles (role, team, permission profile) map to Salesforce User records. We resolve agents by email match against the destination Salesforce org's User table. Role and team assignments from Servicetonic map to Salesforce Role (hierarchy) and a custom team field. Permission level mapping depends on the destination Salesforce edition and is validated during scoping. Agents without a matching Salesforce User go to a reconciliation queue for admin provisioning before Case import begins.

Servicetonic Configuration Items (IT assets, systems, components with type, name, location, and relationships) migrate to a custom CMDB__c object that we pre-create in the destination org. CI type maps to a picklist field; CI name maps to the Name field; location maps to the custom location__c field. Geolocation data (Google Maps integration in Servicetonic) cannot transfer natively to Salesforce without a custom geolocation field implementation; we flag this as a post-migration customization item. Custom CI relationship types may require a junction object or a custom relationship field depending on the complexity of the source CI graph.

Servicetonic SLA definitions (response time, resolution time tied to priority level and time plans) map to Salesforce Entitlement Processes with Milestones. Each Servicetonic SLA calendar becomes a Salesforce Entitlement Schedule. Business-hour and time-zone rules vary by team and contract in Servicetonic; we flag every non-standard SLA calendar during the mapping phase and map it to the closest available Salesforce Entitlement time plan, calling out discrepancies for customer approval before import. SLA metrics migrate as Milestone names and time thresholds; the milestone completion timestamp is preserved as a custom field.

File attachments on Servicetonic Incidents, Service Requests, and Knowledge Articles migrate to Salesforce Files (ContentDocument and ContentVersion). Inline images embedded in Knowledge Article body content are preserved as separate ContentVersion records and re-embedded in the article body post-import. We use Salesforce Bulk API for ContentVersion migration to handle file size limits and chunking.

Servicetonic customer satisfaction survey responses (CSAT scores, NPS, free-text feedback) do not map to a Salesforce standard object. We migrate the data into a custom Satisfaction_Survey__c object linked to the related Case via a lookup relationship. The customer can surface this data in reports via a custom report type or a Salesforce Dashboard.