After completing this unit, you’ll be able to:
- Summarize the different options for data migration.
- Identify a data migration approach that works for your team.
- Prepare for data migration day.
When moving from Desk.com to Service Cloud, it’s important to bring your data along with you. This enables agents to make a seamless transition from one platform to the other without having to switch back and forth. Before getting started, first make a few decisions about what data to move, how to migrate the data, and who is doing the migrating.
Let’s start by examining the data. Desk.com and Salesforce have similar objects and many of them correspond closely. Desk.com Companies are migrated as Accounts, Customers match up with Contacts, and Cases correspond to Cases. Other objects include Case Interactions (emails, phone calls, tweets, and so on).
Here are some questions to ask yourself about what data you need to bring with you:
- Do I need all of the records or just a subset?
- Are there custom fields to re-create or map to existing fields?
- Is a data cleanup necessary?
- Does any of the above need to be done during the migration or can it be handled after the data is in Service Cloud?
It’s important to ask these questions before you get started so you aren’t stuck making decisions after the fact. Get your key stakeholders (like support managers) involved, and find out if they have any requirements regarding the data.
Often the best option is to use an implementation partner to manage this process, but it’s also possible to perform the migration in-house. Either way, first decide on the best strategy for your requirements.
Summary: The Desk to Service Cloud Migration Tool is a free, installable package from the AppExchange. It's easy to use and can handle simple data migrations quickly. It offers a simple way for you to migrate core data and metadata from your existing Desk.com instance to your new Service Cloud instance.
Summary: This Service Cloud Migration Tool is the open source version of the AppExchange tool. The developers are working on adding improvements beyond what’s available on the AppExchange. However, if you have the development resources, you can simply get the existing code base and contribute or customize it to meet your migration requirements.
- Data Loader is a free Salesforce tool that can handle complex data import and export and it provides flexibility on field mapping. Desk.com can provide a free export of your content in a format that's compatible for the Salesforce Data Loader tool. Please email firstname.lastname@example.org to request a data loader style site export.
- Salesforce Knowledge Import Tool is a free Salesforce tool that can migrate your knowledge content. It is the easiest way to migrate your knowledge base content.
Now that you know a bit about each method, it’s time to choose a strategy. We recommend setting up each option and testing them out in a sandbox environment. This can help you dig into the nitty-gritty of each strategy and figure out the pros and cons for your specific needs. For best results, focus on the resulting state of your data. While the process is important to understand, knowing what the data looks like at the end of the process is key.
For testing, sandboxes are your best friend. We highly recommend doing all of your setup in a sandbox and performing at least one test (or dry-run) migration. For more information on creating and managing a sandbox, view the sandbox help documentation. Document each of the steps needed in the migration in a migration playbook. This ensures that nothing is missed when you do your migration to your production Service Cloud org.
By the time migration day rolls around, you should have at least one successful sandbox migration under your belt. This gives you a sense of how long the migration takes. Keep your migration playbook handy with the exact steps you need to take to run the migration.
Defining a cut-over time is the other key step in the process. As soon as you can, set an exact time for agents to move over to Service Cloud. This helps you work the timeline backwards and set times to migrate necessary data, such as user records and custom fields. Objects like Cases are often not necessary to have immediately at the cut-over and can be done post cut-over, depending on your team's requirements.