Migrate from Sprinklr Service to Salesforce Service Cloud

Sprinklr Cases map to Salesforce Case records. Every Sprinklr message thread is normalized into Salesforce EmailMessage records linked to the parent Case. The Sprinklr channel source (social, email, voice, chat, messaging) migrates to a custom picklist field on Case so agents retain channel context in the Service Cloud console. SLA timestamps (First Response, Next Response, Resolution) transfer to Salesforce Case Milestones via custom fields if Service Cloud with Omni-Channel and Entitlement Management is in scope. Case status from Sprinklr maps to Salesforce Case Status values configured per Record Type before migration.

Sprinklr Contacts map directly to Salesforce Contact. We resolve each Contact to a Salesforce Account (mapped from the Sprinklr Company record) using domain or name matching as the dedupe key. All standard and custom Contact properties from Sprinklr transfer to typed Salesforce fields; custom properties without a destination field are held in a custom field block for the customer admin to configure before production migration.

Sprinklr Companies map to Salesforce Account. The Company name becomes Account Name; the website domain becomes the Account Website field used as the dedupe reference. Account is created before Contact import so that the Contact.AccountId lookup is satisfied at insert time. Any linked Contact associations in Sprinklr are preserved through the Contact mapping.

Sprinklr Agent records (user profile, role, team membership, skill tags) map to Salesforce User. We match by email address. Any Sprinklr Agent without a corresponding Salesforce User is placed in a reconciliation queue for the customer's admin to provision before record import resumes. Skill-based routing configuration from Sprinklr is exported as structured metadata for the admin to reconfigure in Salesforce Omni-Channel routing.

Sprinklr Teams (agent groupings used for routing and SLA management) map to Salesforce Public Groups. Team member lists transfer as GroupMember records linking each User to the Group. If the destination org uses Salesforce Queue for routing, Teams map to Queue records with associated GroupMembers instead.

Sprinklr Tags are applied across Cases and Contacts to classify and segment records. We export tag assignments linked to their parent record and map to Salesforce multi-select picklist fields on the Case and Contact objects. The tag taxonomy (tag names, frequencies, usage counts) is preserved in a reference table delivered alongside the migration. The customer chooses whether to use a single multi-select picklist per object or a custom tag-link object during scoping.

Sprinklr Knowledge Base articles (with category, publish status, external/internal flag, and article body) export via the Sprinklr API or built-in export function and map to Salesforce Knowledge articles. Article categories map to Salesforce Data Category Groups; publish status maps to Article Active status. We note that ongoing KB sync between Sprinklr and Salesforce requires Success Manager engagement post-migration, per Sprinklr's architecture, and flag this as an implementation task outside the data migration scope.

Individual messages within a Sprinklr Case (each tagged with channel source, timestamp, sender, and content) form conversation threads that map to Salesforce EmailMessage records linked to the parent Case. We map the Sprinklr channel identifier to a custom field on EmailMessage so agents can see which upstream channel each message came from. Message ordering is preserved by setting EmailMessage.MessageDate to the original Sprinklr timestamp. Attachments migrate as ContentDocument records linked via ContentDocumentLink.

Sprinklr custom entities created via Entity Manager have schemas unique to each organization. We export the full custom entity schema (field names, types, picklist values) during discovery, pre-create the equivalent Salesforce Custom Object and custom fields in the destination org before any data import, and map each record with all custom properties. This is the most variable mapping in the migration and requires per-tenant schema analysis during scoping. If a custom entity has lookups to standard Sprinklr entities (Case, Contact, Company), we resolve those references to the migrated Salesforce IDs before insert.

Sprinklr allows organizations to define custom fields on standard entities (Case, Contact, Company, Agent) via the Developer Portal. We export all custom field definitions (field name, data type, picklist references) and map them to Salesforce custom fields of the equivalent type: text to Text, picklist to Picklist, numeric to Number, date to Date. Custom field IDs from Sprinklr are preserved in a field-level mapping document for audit. Fields without a Salesforce equivalent are flagged for custom field creation before production migration.