Migrate from Vision Helpdesk to Salesforce Service Cloud

Vision Helpdesk Client records map to Salesforce Contact. Client contact details, email address, phone, role, and domain association export via CSV column mapping or API. We use the client_email as the Contact deduplication key. For multi-domain clients, we preserve domain association in a custom field vhd_client_domain__c. Staff agents export separately from end-user clients; we distinguish by the is_staff flag in Vision Helpdesk and map internal agents to Salesforce User records with Contact created for each.

Vision Helpdesk Organizations map to Salesforce Account. The Organization-Client linkage in Vision Helpdesk becomes an Account-Contact hierarchy in Salesforce. Multi-company and satellite desk configurations in Vision Helpdesk each become separate Account records with their own Contact children. The Account Name and domain fields map from Vision Helpdesk Organization name and domain.

Vision Helpdesk Incidents map to Salesforce Case. The Vision Helpdesk incident_id, subject, description, priority, status, assigned staff, and SLA metadata migrate to Salesforce CaseNumber, Subject, Description, Priority, Status, OwnerId, and custom SLA fields respectively. Incident custom labels and tags migrate to Salesforce Case custom multi-select picklist fields. The Vision Helpdesk incident type (Incident, Service Request, Problem) maps to Salesforce Case Record Type.

Vision Helpdesk stores private comments separately from client-visible ticket replies. During scoping, the customer chooses one of three policies: merge private comments into the Salesforce Case Description with a [INTERNAL] prefix, migrate them as Salesforce Note records linked to the Case, or drop them if they are not business-critical. This decision is applied consistently across all incident records before migration. We flag this as a configuration choice because Salesforce has no native equivalent to Vision Helpdesk's private comment field.

Vision Helpdesk Incident SLA plan name, breach time, and elapsed time migrate to custom Case fields (vhd_sla_plan__c, vhd_sla_breach__c, vhd_sla_elapsed_minutes__c). Salesforce native Entitlements and Milestones require additional setup beyond data migration scope; we map SLA metadata as custom fields so the customer's admin can configure Salesforce Entitlements post-migration if needed.

Vision Helpdesk Solutions (knowledge base articles) with category hierarchy and article body content map to Salesforce Lightning Knowledge Articles. The article title, body content, category, and status export from Vision Helpdesk via CSV and load into Salesforce via Knowledge API or CSV. Article category hierarchy in Vision Helpdesk maps to Salesforce Data Category Groups and Categories on the Knowledge Article. Published articles become Published Knowledge Articles; draft articles become Draft.

Vision Helpdesk staff agents map to Salesforce User records. We extract staff agent names and email addresses and resolve by email match against the Salesforce destination org User table. Any Vision Helpdesk staff without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before Case and Contact reassignment proceeds.

Vision Helpdesk Contract Management records (available in Pro Service Desk and above) map to Salesforce Contract. Contract terms, linked organizations, start and end dates, and billing terms export via CSV and map to Salesforce Contract fields. The AccountId on Contract resolves from the Vision Helpdesk Organization mapping.

Vision Helpdesk Asset Management and CMDB records (PINKVerify Certified in Pro Service Desk and above) map to Salesforce Asset. Asset name, configuration item type, linked organization, serial number, and relationship to configuration items migrate to Salesforce Asset fields. Asset-Organization linkage resolves to the Salesforce Account lookup.

Vision Helpdesk Change Management records (Enterprise Service Desk tier) map to a Salesforce custom Change Request object or to the Salesforce FSM (Field Service Management) Change Management object if that module is licensed. Change request scope, impact, risk, and approval roles export from Vision Helpdesk and map to custom fields on the destination Change Request record type.

Vision Helpdesk custom labels, tags, and flags on Incidents and Clients store as comma-separated or multi-value fields. We normalize these to Salesforce custom multi-select picklist fields on Case and Contact. The customer confirms during scoping which labels map to which Salesforce field and whether any label values need to be dropped or merged.