Salesforce CRM: Case Mappings

After a data stream is deployed, the Salesforce CRM starter data bundle automatically maps data from Sales Cloud or Service Cloud to data model objects (DMO)s in Data Cloud. The Sales Cloud and Service Cloud bundles deploy mappings to Contact Point type DMOs. Identity Resolution uses the DMOs, which link multiple records into a unified customer profile.

These mappings are used for various purposes within these bundles. For Service Cloud, they’re used to power Service Intelligence visualizations of contact center performance metrics.

Bundles:

  • Sales Cloud
  • Service Cloud

These data mappings relate to the Case object included in the Salesforce CRM connector and how that data connects to DMOs.

DLO FieldDLO Field API NameDLO Field Data TypeDMODMO FieldAdditional Details
AccounttextCaseAccountForeign Key
Account IDAccountId__ctextCaseAccount 
Case IDId__ctextCaseCase IdPrimary Key
Case NumberCaseNumber__ctextCaseCase Number 
Case OriginOrigin__ctextCaseCase Creation Channel 
Case ReasonReason__ctextCaseCase Closure Reason 
Case TypeType__ctextCaseCase Type 
ClosedIsClosed__ctextCaseClosed 
Closed DateClosedDate__cdateTimeCaseClosed DateTime 
Closed When CreatedIsClosedOnCreate__ctextCaseClosed when Created 
ContactContactId__ctextCaseAccount Contact 
Created DateCreatedDate__cdateTimeCaseCreated Date 
Date/Time CloseddateTimeCaseClosed Date Time 
DescriptionDescription__ctextCaseDescription 
EscalatedIsEscalated__ctextCaseEscalated 
Internal CommentsComments__ctextCaseCase Comments 
Last Modified DateLastModifiedDate__cdateTimeCaseLast Modified Date 
Owner IDOwnerId__ctextCaseAssigned User 
Parent Case IDParentId__ctextCaseParent Case 
PriorityPriority__ctextCaseCase Priority 
StatusStatus__ctextCaseCase Status 
SubjectSubject__ctextCaseSubject 
TypetextCaseCase Type