Migrate from UseResponse to Salesforce Service Cloud

UseResponse Tickets map to Salesforce Cases. Priority, status, and assignee transfer directly. The UseResponse topic assignment maps to a Case Origin or custom picklist depending on whether the topic corresponds to a channel (email, chat, phone) or a product category. Custom ticket fields are enumerated during discovery and mapped to typed Salesforce custom fields (__c). Parent record resolution requires a pre-import pass that creates any missing Contacts and Accounts before Case import so that ContactId and AccountId are satisfied at insert time.

UseResponse Agents map to Salesforce Users. We resolve Agents by email match against the destination Salesforce org. Agent role (admin vs. regular agent) maps to Salesforce Profile assignment; admin agents receive System Administrator or a custom admin profile while regular agents receive the appropriate Service Cloud agent profile. Any Agent without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before record import.

UseResponse Customers contain both end-user contact data and company name in one record. We split this during migration: the company name (or domain if no company name exists) becomes a Salesforce Account record, and the individual contact details become a Contact record linked via AccountId. The customer's lifecycle stage in UseResponse migrates to a custom Contact field for reporting continuity. If a Customer has no company name, we create a Salesforce Account named after the customer's email domain or a placeholder 'Individual' Account.

UseResponse ticket comments with internal-only visibility migrate to Salesforce CaseComment (CommentType = Internal) to preserve the internal note context. Public comments migrate as EmailMessage records linked to the Case, preserving authorship, timestamp, and HTML content. We convert HTML formatting to plain text with preserved paragraph breaks where the destination does not support rich HTML on Case object email.

Ticket and comment attachments migrate as Salesforce ContentVersion (the file binary) with a ContentDocumentLink to the parent Case. Original filenames and MIME types are preserved in ContentVersion's Title and FileType fields. We handle inline images separately from file attachments and flag any attachments exceeding Salesforce's 25 MB per file limit for admin decision on whether to store externally and link.

UseResponse Topics are categories that route tickets to specific teams. We map Topics by name to a custom picklist field on Case (e.g., Topic__c) and configure Salesforce Flow to route cases to queues based on Topic value. Topics without a Salesforce equivalent are consolidated into the Case Origin field if they map to a channel (email, chat, phone), or preserved as custom picklist values for reporting segmentation. Topic sort order does not transfer as Salesforce uses different ordering mechanisms.

UseResponse Knowledge Base Articles migrate to Salesforce Knowledge with article body, title, summary, and category assignments preserved. HTML content converts to Salesforce's article format with the summary field populated from the article excerpt. We migrate KB Categories as Salesforce Data Categories within the Knowledge object. Article visibility settings (public, internal, or restricted) require reconfiguration in Salesforce's sharing model post-migration. Articles with widget-only navigation links are converted to relative URLs where supported.

Knowledge Base categories in UseResponse map to Salesforce Data Category Groups and Data Categories. We preserve the category hierarchy (parent-child relationships) as a Data Category structure within Salesforce Knowledge. Category-specific visibility permissions in UseResponse may not map directly to Salesforce Knowledge sharing rules, so we document the gap and recommend a sharing model redesign as part of post-migration configuration.

UseResponse configurable ticket statuses map to Salesforce Case Status values in the customer's active Case Status picklist. We map status labels by name and flag any custom status-to-status transition rules that require rebuilding as Salesforce Path or Flow. Statuses that do not match any Salesforce default are added as custom picklist values. Closed status timestamps migrate to Case's ClosedDate and LastModifiedDate fields with the Enable Set Audit Fields upon Record Creation permission activated.

Custom fields on UseResponse Tickets are account-specific and require pre-migration enumeration against the account's API to capture all active fields, data types, and picklist options. We create matching Salesforce custom fields before migration, mapping UseResponse field types (text, number, date, picklist, checkbox) to equivalent Salesforce field types. Any picklist options in UseResponse that do not exist in Salesforce are added to the destination picklist during schema setup. Validation rules on Salesforce custom fields that could reject imported values are either extended with a migration-context bypass or temporarily disabled during import.

UseResponse Tags applied to tickets migrate to a Salesforce multi-select picklist field on Case. Tags used for knowledge base classification migrate to Salesforce Topics with TopicAssignment records. The customer chooses during scoping whether to use multi-select picklist (for simple tag carryover) or Salesforce Topics (for article classification and AI-powered article suggestions). Tag consolidation is applied if the source has more than 150 distinct tags to prevent picklist overflow.

UseResponse Feedback System items (user-submitted ideas and votes) do not have a direct Salesforce standard object equivalent. We create a custom Feedback__c object with fields for title, description, vote count, status, and submitter. The status workflow in UseResponse (new, under review, planned, completed) migrates to a custom picklist on the custom object. Feature request routing automations do not migrate; we document the current routing logic for the customer's admin to rebuild in Salesforce Flow.