Migrate from Splashtop Remote Support to Salesforce Service Cloud

Splashtop Technicians are the licensed users who initiate remote support sessions. Each Technician maps to a Salesforce User record with the Contact object holding the technician's profile data. We match by email address and flag any Technician without an email match for admin reconciliation. Role assignments (Admin, Technician) from Splashtop become Salesforce Profile or Permission Set assignments. Splashtop Remote Support tiers license Technicians per seat; Salesforce Service Cloud licenses per Agent User with a Service Cloud license type.

Splashtop Computer records carry Computer Name, Group Name, Last Session Time, and Notes. There is no standard Salesforce object for managed endpoints. We create a Splashtop_Computer__c custom object with fields matching the CSV export schema, including a lookup to the Technician (mapped to User) who last accessed the computer. Computer records serve as an audit manifest for the migration rather than a functional mapping since Service Cloud does not use endpoint inventory for case routing.

Splashtop Computer Groups organize endpoints for permission scoping and batch management. We create a Computer_Group__c custom object and link it to the Splashtop_Computer__c custom object via a lookup relationship, preserving the original group hierarchy. Group names and nesting depth migrate as parent-group lookup chains matching the Splashtop admin console tree structure.

Splashtop Access Permissions define which Technicians can reach which Computers or Groups and their role level. The Access Permissions CSV exports user-to-endpoint assignments but the role definitions themselves are not a standalone artifact. We reconstruct role assignments from the Access Permissions CSV and represent them as Salesforce Permission Set Assignments against the mapped Users, with a custom field on Splashtop_Computer__c capturing the assigned technician email list for audit. Role rebuild requires manual configuration in Salesforce by the customer's admin using the written inventory we deliver.

Splashtop Enterprise tier Service Desk Channels include SOS Call, invitation links, PIN codes, and web form widgets. These map partially to Salesforce Omni-Channel routing configurations and Case Record Types. SOS Call workflows become Omni-Channel Work Items; web form submissions become Cases via Web-to-Case. Channel custom fields require Salesforce custom fields on Case. Channel configurations are not programmatically migratable and are documented in the handoff inventory for admin rebuild.

Open SOS requests from Splashtop Service Desk map to Salesforce Case records. The SOS request ID becomes an external ID field on Case, requester email maps to Contact lookup, assigned technician maps to User lookup, and request status maps to Case Status. Closed or resolved SOS requests migrate as historical Case records with a closed status. Active SOS requests require a real-time delta migration during the cutover window to avoid dropping in-flight support sessions.

Splashtop SOS requesters are end users who submitted a support request without a persistent account in Splashtop. Their email address is the primary identifier. We deduplicate against the existing Salesforce Contact database by email, merging new requesters into Contact records and linking them to the nearest matching Account. Unmatched requesters create new Contact records with Account = null for the admin to assign post-migration.

Splashtop Connector RDP profiles export as CSV including Profile Name, Deploy Code, Enable Recording, and RDP-specific settings. Deploy codes and recording flags migrate as custom text fields on Splashtop_Computer__c. RDP-specific settings do not map to Salesforce standard objects and are documented as-is in the migration inventory for the customer's IT team to reconfigure in their RDP tool of choice.

Splashtop deployment codes scope the silent Streamer installation to the account and computer inventory. These codes are account-scoped and tied to the Splashtop subscription, not transferable to any other remote support platform. We preserve the deployment code reference as a custom field on Splashtop_Computer__c for audit and decommission documentation, but the codes themselves are Splashtop-specific and have no functional role in Salesforce Service Cloud.

Splashtop defines roles (Admin, Technician, User) with granular permission levels. Role definitions are not exported as a standalone artifact; we infer them from the Access Permissions CSV. We map Splashtop Admin to a Salesforce System Administrator profile and Splashtop Technician to a custom Service Cloud Agent profile. Any non-standard permission combinations documented in the CSV become Salesforce Permission Sets that the customer's admin assigns post-migration.