You clean up CRM licences of leavers by letting the HR system or Microsoft Entra ID decide who has a user in Salesforce or HubSpot: when someone leaves or moves to a job without CRM work, the user is deactivated and the licence or seat is freed up. Before the end-of-employment date, the manager gets a list of customers and deals still in the leaver's name, so nothing is left hanging.
In a CRM, every user costs a licence or seat. Without an integration, an administrator creates and deactivates users by hand. Licences then keep running for people who have already left, and customers stay in the name of a leaver. This article covers that second half of user management: leaving, job changes and the handover of customers.
Why HR knows who needs a licence
Who belongs in the CRM is recorded in HR. The job says whether someone does sales, marketing or service. The department says which team they belong to. An integration uses that with a mapping table: per job a Salesforce profile and zero or more permission sets, or per unit and job a HubSpot user and team.
A job without Salesforce work produces no user. Licences are not used up by colleagues who do not work in it. A new job without a rule in the table goes on a list for the administrator. You manage the mapping table yourselves.
If IT already keeps the accounts and groups in Entra ID up to date, Entra ID is the shortest route. If job and department are only correct in the HR system, HR can be the source. The integration then reads only the employee fields the CRM needs. Salary, BSN (Dutch citizen service number) and bank details come nowhere near the CRM.
Handing over customers before the end-of-employment date
A deactivated user does not take their customers with them. What happens to their records differs per CRM.
- Salesforce: accounts and opportunities stay in the name of the deactivated user. The sales manager or the administrator does the handover.
- HubSpot: records that have not been handed over get a deleted owner once the user is removed. That is why the manager gets a list in advance.
That list arrives before the end-of-employment date. The manager then still has time to divide customers and deals while the leaver is there.
When Salesforce refuses to deactivate
Salesforce refuses to deactivate a user who is still the default owner of leads or cases.
KoppelHet then freezes the account straight away. Signing in is no longer possible. KoppelHet then reports what still has to be handed over. That way access is closed on the day of leaving, and the administrator cleans up the ownerships.
From sales to a job without CRM
For the CRM, a job change is sometimes a departure. If someone moves from sales to a job without CRM, the integration treats that as leaving HubSpot. The manager gets the handover list, and the seat is freed up on the effective date of the new job.
If someone has two contracts, or works for two employers in one AFAS environment, they become one user. The job of the main contract is the basis.
SCIM and the HubSpot API
HubSpot has SCIM and a users API. According to HubSpot's documentation, SCIM has two limits:
- HubSpot only supports SCIM with a Professional or Enterprise subscription and single sign-on. On a Starter account, KoppelHet creates users through HubSpot's users API.
- Through SCIM, a user cannot be placed in a HubSpot team, and with seat-based pricing cannot be given a seat. KoppelHet takes care of team and seat as well.
How KoppelHet builds this
KoppelHet builds the integration per organisation on its own platform, from AFAS, Workday, HiBob and other HR systems, or from Entra ID. Profiles, permission sets, teams and seats can differ per job, and if deactivation gets stuck, KoppelHet reports what still needs doing. As an indication, allow two to four weeks to go-live.
Examples are AFAS to Salesforce, Entra ID to Salesforce, AFAS to HubSpot, Entra ID to HubSpot and HiBob to HubSpot. More about the systems is under Salesforce and HubSpot.
Read more about CRM users and licences, see the whole pillar user management in applications, or read what else needs arranging when someone leaves under leaving, returning and handing over.