Service Board Configuration Tasks
After you complete all post-sync configuration tasks, you can move forward to further configure your Service Board instance per your organization's requirements. For example, if you added custom fields, you must configure real-time sync support on both the Max and SFDC platforms.
After you customize your instance, you use Package Manager to migrate the changes from your sandbox environment to production. After you specify the time period for which you want to export records, back-end filtering logic is applied to applicable records based on the following criteria:
• Only records of objects with Export Tenant Customization enabled are included.
• Only records updated by users with a Default Custodian value that matches the current user's value are included.
• Only records with an empty External ID field are included. This means records synced from Salesforce are excluded.
• Option records with an empty External Identifier field is empty are included. This means options synced from Salesforce are excluded.
• All records owned by custodians that do not match that of the current user and that have a Custodian Change Policy value of Cannot Delete or Update are excluded. Records from tenants with nonmatching custodians cannot be imported into the target tenant.
• All Group, Sharing, and Permission records related to objects with Export Tenant Customization disabled are excluded.
• All Sharing and Permission records related to Group records that are related to objects with Export Tenant Customization disabled are excluded.
• All Sharing records whose Recipient field values are User or Group records that are related to objects with Export Tenant Customization disabled are excluded.
• All Permission records whose Actor field values are User or Group records that are related to objects with Export Tenant Customization disabled are excluded.
• All Translation records that have a related Translated Record with Export Tenant Customization disabled are excluded.
• All Translation records whose Translated Record field values are Group records that are related to objects with Export Tenant Customization disabled are excluded.
• Auto-generated records are excluded.
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Records of the following objects can be auto-generated in some cases:
• Group
• Data Access Rule
• Holiday
• Shift
• Shift Plan
• Shift Segment
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• Translation records with an Origin field value of Metadata that are linked to records of previously removed objects are excluded.
Additionally, dependency management logic is applied to the list of items to be exported to reduce complexity. Records from lower-level supporting objects are automatically selected and deselected along with the associated top-level objects, and are neither visible nor available for selection in the preview UI.
In the Field object, you can set the Export Tenant Customization field to specify whether to include field values when you export tenant customizations. This capability is useful, for example, to exclude fields that store tenant-specific status information, such as the Status or Last Run On fields in the Initial Sync Action object. These fields are set when initial sync runs on a specific tenant, and should not be migrated.
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Top-Level Objects
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Lower-Level Support Objects and Records
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Field
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Field Option, Option
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View
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View Column
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Shift Plan
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Shift, Shift Segment
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Workflow
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• Workflow Definition
• Workflow State
• Workflow Transition
• Workflow State Conversion
• Workflow State Mapping
• Workflow State Parameter
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Any objects
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Document, Version, and Translation records that have Origin fields set to Metadata and Translated Record fields set to the record being exported.
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Top-level and lower-level support object records that match back-end filtering criteria are included. Top-level object records that were synced from Salesforce are excluded, along with their associated lower-level support object records, regardless of whether the support records were synced from Salesforce or created by users. In the preview UI, only top-level objects are visible and available for selection.
For more information: