To access a year's worth of case information after migrating from a legacy system, what should be migrated?

Migrating open and closed cases with milestones and entitlements is essential for several reasons. First, having both open and closed cases provides a complete view of case history, which can help in understanding customer interactions and tracking case resolutions over time. This holistic view allows support teams to analyze trends, improve service processes, and enhance customer satisfaction.

Including milestones and entitlements in the migration ensures that all relevant service-level agreements (SLAs) and performance metrics associated with case resolution are retained. Milestones are important for measuring the timeliness of responses and resolutions, while entitlements specify the level of support a customer is eligible for. These components are crucial for maintaining compliance with service commitments and facilitating effective customer service strategies.

Migrations that exclude either open or closed cases, or that omit critical elements like milestones and entitlements, could result in gaps in information that hinder the support team’s ability to deliver effective service or evaluate their performance accurately.