Migrate from trueAct to Salesforce Service Cloud

trueAct Cases map directly to Salesforce Case. Case Number, Status, Priority, Origin (email, phone, chat, web), Description, and all standard timestamps migrate 1:1. The case history chain (status transitions, agent assignments, and channel thread continuity) preserves ordering by ActivityDate. For email and chat channels, the full thread migrates as Salesforce EmailMessage records linked to the Case; phone interactions migrate as Task with TaskSubtype=Call and CallDurationInSeconds in a custom field.

trueAct Contacts map to Salesforce Contact. The mapping preserves name, email, phone, custom fields, and multi-address records without splitting across objects. We use email as the dedupe key during import. Contact must be created before Case import so that the ContactId lookup on Case is satisfied at insert time.

trueAct Organizations (company-level containers grouping contacts and cases) map to Salesforce Account. The parent-child hierarchy within Organizations preserves as Account hierarchy in Salesforce. We map the trueAct Organization ID to Salesforce Account ID for subsequent Contact and Case lookups.

trueAct supports user-defined custom fields on Cases, Contacts, and Organizations. We map these field-by-field during scoping, flagging any that exceed Salesforce field type limits (text fields over 255 characters become long-text areas; picklist values must match Salesforce controlled vocabularies). Custom fields on Case require the customer's admin to add them to the Case Page Layout after migration.

File attachments on Cases and Contacts migrate to Salesforce Files (ContentDocument/ContentVersion). On-premise trueAct deployments require the customer's IT team to provide database or shared-storage access; SaaS deployments use the trueAct API. Inline images and linked documents are handled separately from email thread attachments, and all ContentDocument records are linked via ContentDocumentLink to the parent Case or Contact. Attachment migration runs as a separate phase after parent records are committed.

NPS responses in trueAct include score, open-ended comment, timestamp, and originating contact. When migrating to Service Cloud, we consolidate multiple NPS survey events into a Satisfaction Score field on the Contact or Case, and archive the full response history (including comments) as a Salesforce Note or ContentDocument attachment linked to the originating record. The target schema handling is confirmed with the customer before import.

trueAct Agents (user accounts with name, email, role, and team assignment) map to Salesforce User records. We resolve by email match. Permissions that do not translate directly (such as trueAct role names with no Salesforce equivalent) are flagged in a permissions reconciliation report. Agents without a matching Salesforce User are held in a provisioning queue for the customer's admin.

trueAct Teams group agents for routing and case assignment. These map to Salesforce Queues (for case routing) and Salesforce Groups (for sharing and visibility). We recreate the team structure in the destination and map agent-to-team memberships. If the customer uses Salesforce Service Cloud with Omni-Channel, teams map to Skills and the routing configuration is documented separately for the admin rebuild.

trueAct aggregates cases from email, chat, phone, and web forms. We migrate the source channel metadata as Case Origin values (Email, Phone, Chat, Web) and preserve thread continuity for email and chat channels as EmailMessage records. Phone cases migrate with CallDurationInSeconds and disposition recorded on the linked Task.

trueAct workflow rules are stored as in-application configuration and have no standalone export format. We do not migrate workflows as code. During scoping, we provide a workflow audit questionnaire that captures case routing rules, escalation triggers, SLA timers, and conditional escalation logic. This becomes a written inventory document mapping each trueAct workflow to a recommended Salesforce Flow or Omni-Channel configuration. The customer's admin rebuilds routing logic post-migration.

trueAct runs as on-premise, private cloud, or SaaS depending on the customer's contract. This affects how we authenticate and extract data. SaaS trueAct uses the public API with OAuth credentials. On-premise and private cloud deployments may require VPN access, database-level export, or coordination with the customer's IT team for file storage access. We confirm the deployment model during discovery and configure the migration pipeline accordingly.