Migrate from SmarterTrack to Salesforce Service Cloud

SmarterTrack Tickets map directly to Salesforce Case. The SmarterTrack ticket number becomes the Case CaseNumber; ticket subject maps to Subject; ticket body and full thread of EmailMessages and Notes map to the Case's description and Activity timeline. We preserve original created date via Case.CreatedDate and last modified via Case.LastModifiedDate. SmarterTrack ticket status (Open, Pending, Closed) maps to Salesforce Case Status with the destination org's status picklist values configured before migration.

SmarterTrack Live Chat sessions map to Salesforce LiveChatTranscript records. Chat start time, end time, duration, and transcript body migrate as LiveChatTranscript.StartTime, LiveChatTranscript.EndTime, LiveChatTranscript.Duration, and LiveChatTranscript.Body. We link each transcript to the parent Case via CaseId using the SmarterTrack ticket association stored on the chat record. Custom fields collected during the chat session map to LiveChatTranscript custom fields pre-created in the destination org.

SmarterTrack Call Logs map to Salesforce Task records with TaskSubtype = Call. Duration, disposition, phone number, and custom call-log fields migrate as custom Task fields (call_disposition__c, call_duration_seconds__c, call_phone_number__c). We link the Task to the parent Case via WhatId and to the associated Contact via WhoId using the SmarterTrack ticket and user associations.

SmarterTrack agent and user accounts map to Salesforce User records by email match. We extract role assignments, department memberships, and group affiliations and map them to Salesforce Role hierarchy and Queue membership. Active users migrate as active Salesforce Users; inactive SmarterTrack users migrate as inactive Users to preserve historical assignment data.

SmarterTrack Organizations map to Salesforce Account (for company-level records) and Salesforce Contact (for individual user-level records within an Organization). If SmarterTrack stores both company-level and individual contact data in the Organization record, we split into Account (company) and Contact (individual) based on record field presence. SmarterTrack custom fields on Organization map to Account custom fields and Contact custom fields depending on data type.

SmarterTrack Departments and Groups map to Salesforce Queues for case routing and to Case Assignment Rules for auto-assignment configuration. We extract the department-level and group-level routing rules from SmarterTrack and document them as Salesforce Case Assignment Rule Entries. Departments with SLA targets map to Entitlement Processes with Milestone Types in the destination org.

SmarterTrack KB Articles migrate to Salesforce Knowledge. Article body (HTML) migrates as Salesforce Knowledge Summary and Detail fields. Article category assignments map to Salesforce Data Category Groups configured in the destination. Draft or published status migrates to KnowledgeArticleVersion.IsArchived and publishStatus fields. Brand-scoped articles in SmarterTrack map to Salesforce Article Types scoped per Data Category Group. We flag any articles with inline script or iframe content for manual cleanup before insert because Salesforce Knowledge sanitizes HTML on render.

SmarterTrack multi-brand support (Enterprise-only) scopes portals, KB articles, and tickets to separate customer-facing identities. We map each Brand to either a separate Experience Cloud site (if customer-facing portals are required) or to Salesforce Knowledge Data Category Groups for internal scoping. If the destination org does not require multi-brand portals, we collapse brand associations into a brand__c picklist field on Case for reporting segmentation.

SmarterTrack custom fields extend Tickets, Live Chats, Call Logs, Users, Groups, and Departments. Each custom field has a 512-character per-field value ceiling. We scan all custom field values during the mapping phase and flag any values approaching or exceeding the threshold. Values are mapped to Salesforce custom fields of equivalent type (text, picklist, number, checkbox) on the destination object. Multi-select custom fields map to Salesforce multi-select picklists. We truncate any values exceeding Salesforce field length limits with a flag to the customer before migration.

SmarterTrack stores attachments in the file system (App_data folder) or in the SQL Server database. We extract all binary attachments and re-link them to the corresponding Salesforce records: CaseAttachments link to ContentDocument via ContentDocumentLink; email attachments link to EmailMessageAttachments. File names and content types are preserved. Attachments exceeding Salesforce's 25 MB per-file limit are flagged for chunked upload or alternative hosting.

SmarterTrack SLA rules, auto-assignment rules, and auto-closure rules are configuration-level settings. We extract every active rule definition including trigger conditions, time thresholds, and action types and document them as a written inventory. The inventory maps each SmarterTrack SLA to a Salesforce Entitlement Process with Milestone Types, and each auto-assignment rule to Salesforce Case Assignment Rule Entries or Omni-Channel Routing Attributes. The customer's Salesforce admin rebuilds these in Setup post-migration.

SmarterTrack tags applied to Tickets and KB Articles migrate as Salesforce multi-select picklist values on Case or as Knowledge Article TopicAssignment records. The customer chooses the tag strategy during scoping. Tags stored in a multi-checkbox custom field map to Salesforce multi-select picklist; content-classification tags used for KB article organization map to Topics.