Desk.com Migration with Audit Fields
Salesforce is sunsetting the Desk.com tool, meaning many companies are faced with migrating the information from Desk.com to Salesforce. We recently completed a Desk.com migration, but did not use the Desk.com migration tool that has been supplied by the Desk.com support team. We found that the migration tool has some great features, however, it did not allow us to write back to Salesforce audit fields so that we could maintain analytic integrity. Salesforce audit fields are used to track when a record is created or last modified by utilizing timestamp fields, which can be edited only on record creation with additional Salesforce permissions.
For our project, we ended up receiving the files from the Desk.com support team and used the Salesforce data loader to load the records manually. It took a little longer, but now our client can run reports with the correct age, create date, closed date, etc., without having to account for custom fields to hold that information.
CONFIGURATION/NOTES FOR SYSTEM ADMINISTRATORS
The System Administrator will need to configure Salesforce Cases to work as the new ticketing system, replacing the Desk.com functionality.
Set up Audit Field Access upon Record Creation instructions can be found here.
We used the Salesforce data loader to upload the Desk.com information. There will be data translation that is needed, for example, the Desk.com user IDs have to be translated to Salesforce user IDs and transferred to the data templates. We utilized the vlookup formula to identify the correct information.
USAGE FOR END-USERS
Salesforce Cases have been configured to replace the sunset Desk.com functionality in the project that we completed. To run reports, end users can select cases and utilize the case create date as they would have in desk.com reports.
If you have questions or would like to discuss a specific need, contact akaCRM for a no-cost consultation.