Hyperforce Migration for Sales Engagement, Einstein Activity Capture, Salesforce Inbox and Einstein Conversation Insights

Current (non-Hyperforce) Infrastructure

Today, when customers use any of these services, some customer data is stored on these AWS servers and databases behind a Virtual Private Cloud (VPC) in a private instance for Sales Engagement, Einstein Activity Capture, Salesforce Inbox and Einstein Conversation Insights services.

Hyperforce Infrastructure

Hyperforce is the next-generation Salesforce infrastructure architecture, built for the public cloud. It provides Salesforce applications with compliance, security, privacy, agility, and scalability, and gives customers more choice and control over data residency. Moving to Hyperforce allows the aforementioned services to be delivered rapidly and reliably to locations worldwide in the future.

During the migration to Hyperforce, the existing productivity services and data are moved from the current AWS infrastructure to new AWS infrastructure built on Hyperforce within the same region.
 

Frequently Asked Questions

What to Expect Before Migration

Does this HyperForce Service Migration impact me?

If you are using any of these Salesforce services: Sales Engagement, Einstein Activity Capture, Salesforce Inbox and Einstein Conversation Insights, then yes.

Do I have an option to opt out?

No, this is a standard Infrastructure upgrade that is rolled out to all Salesforce Customers using any of these services: Sales Engagement, Einstein Activity Capture, Salesforce Inbox and Einstein Conversation Insights.

How do I know if my org is queued for Service Migration?

Starting in September 2023 and then in July 2024, Admins of eligible orgs will begin to receive a Product & Service Notification Email and an in-app notification banner with details about the Hyperforce migration. Note: The Hyperforce upgrade eligibility for these services is independent of whether your Salesforce Sales Cloud or Service Cloud instance is already on Hyperforce.

How can I prepare my org for a smooth migration.

You’ll receive a Product & Service Notification Email and an in-app notification banner with more information. For most orgs, no action is required. For the orgs needing an action, be on the lookout for any follow-up emails that may have details specific to your org. In particular:

If your company practices allowlisting and uses Microsoft Exchange Web Services (EWS) or Office 365, you must add new, Hyperforce-specific IP addresses and/or domains to your inbound/outbound allowlists. You can find the current address lists in the Einstein Activity Capture Security Guide and the Salesforce Email Integration Security Guide.

Where is my data for these services located ?

The data for Sales Engagement, Einstein Activity Capture, Salesforce Inbox, and Einstein Conversation Insights is hosted on Hyperforce, which runs on AWS, in the United States or Germany.

For customers who onboarded these services or features before May 8, 2017, the data is stored in the United States.

For customers who provisioned these services or features for the first time on or after May 9, 2017, and unless the customer has agreed otherwise, the data is held as follows:
If the instance for Sales Cloud or Service Cloud is located in the EMEA region, Salesforce stores customer data in Germany
For all other customers, Salesforce stores customer data in the United States.

Some related customer data will be stored in the United States, regardless of where the customer’s Sales Cloud or Service Cloud data is located, if any of the following features are enabled:

• Lead Scoring in Sales Engagement (formerly High Velocity Sales)
• Call Coaching in Sales Engagement (formerly High Velocity Sales)
• Einstein Conversation Insights

Additional information about geographies for customer data storage for Sales Cloud and Service Cloud is available in the Infrastructure and Sub-processors documentation.

What to Expect During Migration

Can I access these services during migration?

Existing users can access their Salesforce orgs with no interruption to these services. Users will not be able to connect to new data sources.

For Admins, the setup and administration of these services will be in read-only mode for up to a few hours (depending on the number of transactions in an org). Once the migration is complete, Admins can again add new users and make changes to the services.

Can I make changes during the migration?

Avoid making changes to profiles, permissions, preferences, and packaging for Sales Engagement, Einstein Activity Capture, Salesforce Inbox, and Einstein Conversation Insights during the migration period. Additionally, changes made during the migration window to Salesforce objects (such as Contact and Account) or to email addresses associated with email and calendar events could affect Activity Timeline and A360 Reporting.

What happens to data deletion requests made while migration is in progress?

Data Deletion requests made during the migration phase aren’t processed. Any deletion requests made before migration begins or after migration has completed are processed as usual.

What happens to emails sent during migration?

During the migration process, emails sent via Sales Engagement, Salesforce Emails, Inbox, or Einstein Activity Capture may encounter delivery issues. Therefore, avoid sending emails using these services during the migration window. If you are missing emails after the migration, they can be recaptured. Please contact Support to re-sync your data

What happens if I assign users to a new profile during migration?

If you assigned profiles to the Einstein Activity Capture configurations during migration, you will need to re-assign them once the migration is complete. For example, any old or new users assigned to an Einstein Activity Capture configuration profile during the migration window will need to be re-assigned after the migration is completed.

We recommend that you avoid making changes to profiles, permissions, preferences, and packaging to these services during the migration period.

What to Expect After Migration

Where is my data stored when migration is complete?

Your company’s data is stored on the Hyperforce instance located in the same region as your data was stored previously, with improved compliances.

In accordance with the MSA, we will delete redundant data from the source system after 30 days of validating that every service and data has migrated over accurately.

Review the Einstein Activity Capture Security Guide and the Salesforce Email Integration Security Guide. And, review the IP address tables to ensure that your inbound and outbound connection allowlists are up to date.

 

Why I do not see some of my data?

After a successful migration, the data must be refreshed on the new Hyperforce services. There may be a delay before you see some of your timeline, activity metrics, recurring events, call transcripts, call insights, engagements and email insights data.

If you don’t see your data after 24 hours, create a support case.

I use Exchange servers for my email. Is there anything I should be aware of?

The emails sent during the migration window via Exchange that are not logged in the CRM to be counted twice in email metrics. This applies to all sent Exchange messages that are not logged, regardless of if email tracking is enabled. In this case, there could be a slightly elevated metrics count during your org's migration period. Note that this only applies to non-logged emails sent via Exchange; logged Exchange emails and emails sent via Google Workspace accounts are not impacted.

Can the migration affect my Activity Metrics?

For orgs using Einstein Activity Capture: If your org performs more than one migration, and any events were deleted between the migrations, you may see discrepancies in Activity Metrics. These discrepancies will self-correct after 30 days.

 

How do alerts appear after migration?

After migration, all entries in the “My Feed” area of Sales Engagement and Inbox (such as email opens and email link clicks) will appear as unread. A blue dot will be shown next to these alerts, even for those that were previously viewed.

 

How are engagements tracked after the migration?

Engagements will be tracked as usual immediately after migration. However, Email Engagements sent before February 2024 will no longer trigger Email Open or Link Click engagements (effective Dec 1, 2024). And, Email Engagements sent prior to September 2023 will no longer trigger Reply engagements (effective Dec 1, 2024).

 

Will A360 Reporting be affected?

If changes are made to Salesforce objects (for example, Contact or Account) or to email addresses associated with email or calendar events during the migration window, you may notice data discrepancies in Activity Timeline and in A360 Reporting. If you notice a report showing a discrepancy from the source data, open a case with Support.

Reference Docs:

For more information about Hyperforce in general, see Introducing Hyperforce - General Information & FAQ.
For further details about the integration between these Salesforce services and AWS, see the Einstein Activity Capture Security Guide and the Salesforce Email Integration Security Guide.
And, for more information on security, privacy, and architecture for these services, see the Trust and Compliance Documentation.