Salesforce Service Cloud → Sierra

Catalog plan outline

General guidance from the Afterstack catalog for Salesforce Service Cloud → Sierra. Not Salesforce Service Cloud or Sierra vendor documentation.

Migration friendliness

Salesforce Service Cloud 5/10 · Sierra 4/10

Speed to live

Salesforce Service Cloud 2/10 · Sierra 5/10

Catalog migration difficulty

Salesforce Service Cloud high · Sierra high

Data to export from Salesforce Service Cloud

• custom objects
• call and voice logs
• synced email and calendar links
• workflow rules
• saved reports
• installed marketplace apps
• AI assistant configuration
• records for the catalog use cases: accounts

How the catalogs differ

• Salesforce Service Cloud is flagged for custom objects. Sierra is not, so the map is a redesign rather than a field-for-field copy.
• Sierra is not flagged for: custom objects, call and voice logs, synced email and calendar links, installed marketplace apps.
• Salesforce Service Cloud is flagged with an open API, which is the export path to test.
• Sierra is flagged with an open API for the load.
• Salesforce Service Cloud is cataloged as a fit for: Enterprises already on Salesforce.
• Sierra is cataloged as a fit for: Brands measuring automated resolution, not ticket volume.

Phases

1. Export

   Take Salesforce Service Cloud as the source of truth for this pair. Export custom objects; call and voice logs; synced email and calendar links; workflow rules; saved reports; installed marketplace apps; AI assistant configuration; records for the catalog use cases: accounts. The enterprise service desk on Salesforce — now with Agentforce Service on top.

2. Map

   Load into Sierra only after the field map is written down. AI customer agents built to resolve, with a human desk behind them. Salesforce Service Cloud is flagged for custom objects. Sierra is not, so the map is a redesign rather than a field-for-field copy.

3. Prove a sample

   Sierra scores 5/10 on speed to live and 4/10 on migration friendliness. Run one sample load and one report the team already uses in Salesforce Service Cloud before a full cutover.

4. Cut over

   Salesforce Service Cloud scores 5/10 on migration friendliness and is marked high difficulty in the catalog. Keep Salesforce Service Cloud readable until the team is working in Sierra. Salesforce Service Cloud is the default enterprise customer-service platform: cases, omnichannel, knowledge, and a services army. Agentforce Service adds AI agents onto a console that was not designed around them. List it when the thing being replaced is a Salesforce-shaped support org, not a shared inbox. Confirm current Agentforce packaging on Salesforce’s site.

Salesforce Service Cloud to Sierra: what the vendor docs actually cover

Linked sentences come from vendor documentation opened for this page. Everything else is general guidance, not Salesforce Service Cloud or Sierra vendor documentation. This section does not move data and does not change the catalog outline above.

What to export from Salesforce Service Cloud

Service Cloud cases are still Salesforce records. The export opened for this pair on 2026-10-18 is Bulk API 2.0 query jobs, not a weekly backup zip and not a Sierra upload. Create the job with POST /services/data/vXX.X/jobs/query, available since API version 47.0, Authorization Bearer token, body operation and query. operation query returns rows that are not deleted or archived. operation queryAll also returns merged or deleted rows and archived Task and Event information. contentType supports only CSV. columnDelimiter can be COMMA, TAB, PIPE, SEMICOLON, CARET, or BACKQUOTE. lineEnding is LF or CRLF. The response state begins at UploadComplete, then InProgress, and ends at JobComplete, Failed, or Aborted. The object field echoes the sObject in the SOQL. Compound address fields, compound geolocation, and FIELDS() are rejected. So are GROUP BY, OFFSET, TYPEOF, and aggregate functions such as COUNT(). Parent-to-child subqueries are rejected. Child-to-parent queries are allowed. A Case extract therefore has to name Case columns itself, for example Id and CaseNumber, rather than a parent-to-child dump of comments. The Service Cloud pricing page publishes the seat prices the catalog now stores. Starter Suite is $25 USD per user per month, described as a starting price with transaction fees, billed monthly or annually. Pro Suite is $100 USD per user per month on the compare grid, billed annually, contract required. Core is $195 USD per user per month billed annually and lists case management. Advanced is $395. Max is $550 on the compare grid. The loaded page text did not contain the word trial. Rechecked 2026-10-19, the catalog starting price is $25 for Starter Suite and the trial flag is false. Agentforce for Service is described on the same grid as available for purchase on Core and Advanced and included in the Max bundle. No dollar for that add-on was taken from a second page in this pass.

• Salesforce Bulk API 2.0 create a query job — checked 2026-10-18
• Salesforce Service Cloud pricing — checked 2026-10-18

How Sierra imports

No public import docs; onboarding is vendor-led, checked 2026-10-18. docs.sierra.ai is a password form. The notice says the documentation is confidential, limited to evaluation, and that Sierra keeps title. Nothing on that form maps a Case, a CaseNumber, or a Bulk API CSV. The public homepage, a different URL, describes outcome-based pricing and names chat, SMS, WhatsApp, email, voice, and ChatGPT. It does not name Salesforce, Service Cloud, or cases. Ghostwriter is described as building an agent from SOPs, transcripts, whiteboard photos, and audio recordings, or from a plain-English goal. Those inputs are not a query-job CSV. No dollar amount and no trial sentence appear on the Sierra homepage, rechecked 2026-10-19. The catalog starting price stays empty. The catalog trial flag is false. Explorer, Monitors, and Experiments are product names on the homepage. They are not import endpoints. A Service Cloud case remains the system of record until a private design says otherwise. The homepage's customer quotations are unused.

• Sierra documentation sign-in — checked 2026-10-18
• Sierra homepage — checked 2026-10-18

Object and field mapping

• A Salesforce Case is not a Sierra object on any public page opened for this pair. Keep Id and CaseNumber in Salesforce.
• Bulk API 2.0 returns CSV. The Sierra sign-in page does not describe a CSV mapping.
• Parent-to-child comment queries are illegal in this job type. Case comments are a separate query, not a nested field.
• queryAll is for deleted and archived rows. It is not a Sierra history import.
• Email and chat appear as words on Sierra's channel list and as channels on Service Cloud. The coincidence is not a field map.
• Ghostwriter's inputs are SOPs, transcripts, whiteboard photos, and recordings. They are not Case feed items.
• Outcome-based pricing is Sierra's phrase. Service Cloud's published seats, from $25 Starter Suite through $550 Max, are a different bill that continues if the console stays.
• Agentforce on the Service Cloud price grid is Salesforce's own agent packaging. It is not Sierra, and this page does not treat them as the same SKU.
• Knowledge articles are not in the query-job example. Do not assume a Case CSV contains them.

What will not carry over

• Entitlements, milestones, Omni-Channel routing, and the service console.
• Parent-child Case comment trees inside one Bulk query. The API rejects that shape.
• Anything behind the Sierra password. The form says the docs are confidential.
• A Sierra price. The homepage says outcome-based and prints no number.
• A Sierra trial. The homepage does not mention one. The catalog flag stays unverified.
• A Service Cloud trial length. The pricing page text that loaded did not include one, while the catalog flag is true.
• The catalog's empty Service Cloud starting price, despite published seats from $25.
• Homepage quotations. They are not a cutover result.
• Slack, Tableau, and workforce products bundled on Max. They are Salesforce line items, not files in the query job.

Cutover checklist

1. Leave Service Cloud as the console. The public Sierra pages do not say they replace it.
2. If you need a case archive, POST a Bulk API 2.0 query job with operation query and a Case field list. Do not use a parent-to-child subquery.
3. Poll until state is JobComplete. Failed and Aborted are not files.
4. Use queryAll only when you intend to include deleted or archived rows.
5. Request Sierra's Service Cloud design under the evaluation login if you need a field map. Do not reconstruct it from the homepage.
6. Feed Ghostwriter SOPs and transcripts, not a Case CSV, until Sierra says otherwise.
7. Quote Service Cloud from the public grid: Starter Suite $25, Pro Suite $100, Core $195, Advanced $395, Max $550 USD per user per month. Leave the empty catalog starting price alone.
8. Quote Sierra as outcome-based with no dollar and no published trial.
9. Do not mix this plan with a Zendesk trigger design. The system of record here is the Case.
10. Keep Agentforce and Sierra as separate decisions. The price grid sells Agentforce on Core, Advanced, and Max. It does not mention Sierra.

Common pitfalls

• Uploading the Bulk CSV to a Sierra screen that is not public.
• Writing a parent-to-child comment query and treating the rejection as a Salesforce outage. The create-job page forbids that shape.
• Using COUNT() to size the migration. Aggregate functions are unsupported on this resource.
• Shutting off Service Cloud seats because the homepage lists email and voice.
• Copying Zendesk fin-resolved tags onto Sierra. Those tags are a Fin connector, and Sierra did not publish them.
• Treating Max or Core as the starting price. The catalog starting price is Starter Suite at $25, and the higher seats stay in the note.
• Treating the password page as an empty product. The notice says the documentation exists and is confidential.

Related catalog pages

• What should replace Salesforce Service Cloud? — Switch narrative
• Sierra product page — AI customer agents built to resolve, with a human desk behind them.
• Sierra vs Salesforce Service Cloud — Head-to-head already in the catalog
• Customer support category — Catalog hub for this category