Migrate from Simplify Reality to Salesforce Service Cloud

Simplify Reality Customer records map to Salesforce Contact records, with the Contact's Account determined by a domain-level grouping (all contacts from the same customer domain become children of one Account). The customer's channel source (email, SMS, WhatsApp, etc.) is preserved in a custom Channel_Source__c picklist field. If the customer exports company-level data alongside individual contacts, we create the Account first and link Contacts via AccountId lookup. Contact.Email, Contact.Phone, and Contact.Name map from the exported customer fields; we validate email format and flag duplicates before insert.

If the exported customer data includes contacts that have not yet received a support interaction (pre-customer prospects), we map them to Salesforce Lead instead of Contact. The decision between Lead and Contact is based on whether the record has a resolved Case in the export; records with no associated tickets become Leads for the customer's service team to qualify. Lead status is set to Open-Not Contacted by default.

Simplify Reality's channel integrations (email, SMS, WhatsApp, Facebook Messenger, Twitter) map to the corresponding channel configurations in Salesforce Service Cloud Omni-Channel. Email maps to Email-to-Case or the Salesforce Email application; SMS maps to Mobile涯 messaging via a connected app; WhatsApp, Facebook, and Twitter map to Digital Channels. We do not configure API credentials or channel endpoints because these are third-party configurations the customer's admin must set up in Salesforce before channel routing is active. We document the required channel setup steps in the handoff guide.

Simplify Reality Conversations map to Salesforce Case records with linked EmailMessage threads. Each conversation becomes one Case; individual messages within the conversation become EmailMessage records attached to the Case. The first message's timestamp becomes the Case CreatedDate; the last message's timestamp becomes the Case closed date (if resolved) or LastModifiedDate. We reconstruct threading by parsing the exported message timestamps and sender identifiers. If the export format does not preserve message ordering, we sort by timestamp before insert.

Simplify Reality ticket data (if present in the export) maps to Salesforce Case. Case Status maps from the source ticket state; Case Priority maps from the source priority or urgency field. If the export includes ticket assignee data, we resolve the assignee email to a Salesforce User and set Case OwnerId. Case Origin is set to Digital Channels by default and updated per channel type after channel configuration is complete.

AI reply recommendations and automated response rules from Simplify Reality cannot be migrated as code. We document the response logic observed in the exported data (e.g., auto-reply triggers, suggested response templates) and deliver a written recommendation for Salesforce Email Templates and Salesforce Flow alternatives. The customer or a Salesforce admin rebuilds the automation post-migration.

Simplify Reality analytics and operational insights do not have a documented schema or export format in the research data. We deliver a written inventory of the reported metrics visible in the product UI based on customer description, and recommend corresponding Salesforce Report Types (Case Report, Contact Report) and Salesforce Analytics (CRM Analytics) dashboards. Report and dashboard configuration is out of scope.

Simplify Reality integrations (HubSpot and MailChimp are indicated in the tech stack) cannot be migrated directly because integration credentials and OAuth tokens are not exportable. We document which integrations were active based on customer confirmation and provide a configuration guide for reconnecting them within Salesforce using the respective AppExchange apps or REST API integrations. If HubSpot CRM sync is required, we recommend the native Salesforce-HubSpot integration or a third-party sync tool from the AppExchange.

Simplify Reality agent or user data has no documented schema in the research. If the data export includes agent identifiers and email addresses, we map them to Salesforce User records by email match. User provisioning (active/inactive status, Profile, Permission Set assignment) is the customer's admin responsibility before or during migration. Agents without an email in the export are reconciled against the customer's confirmed user list.

Any custom fields present in the Simplify Reality export map to Salesforce custom fields on the corresponding standard object. We inspect the exported CSV headers during discovery, create matching custom fields (with __c suffix and appropriate field type: Text, Number, Picklist, Date, etc.), and update the field mapping document before migration begins. Fields without a clear Salesforce equivalent are flagged as custom extension fields and added to a custom object if the customer confirms the data is required.