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Objective and Scope

Table of Contents

The purpose of this User Deactivation Operation Procedure (OP) is to provide a step by step procedure for User deactivation in the iCare CRM application, in compliance with Solvay Security Policies.

 This procedure applies to:

  • iCare CRM Salesforce.com IS solution

  • All iCare CRM end Users and their GBU User Responsible

  • IT users: both Solvay internal employees working for IS and external IT subcontractors

Key Roles and Responsibilities

  • User direct manager →  Direct manager of the user, responsible to request the access request or Removal to CORE CRM.
  • GBU User Responsible → Person in the GBU in charge of centralizing and creating the IS request, can be the Data Steward, CRM Champions, listed in CORE CRM Key User List
  • IS CRM Build - Security team → Team in charge of maintaining the authorization concept for the CRM of the Solvay Group in All Environments.
  • IS CRM Adoption team → Team in charge of Critical Users/Access Daily Operations in PROD and UAT Environments.
  • IS CRM Support (CGI) → External Provider team in charge of Access Management Daily Operations in PROD and UAT Environments

Abbreviations

Definitions

CRM

Customer Relationship Management system

SBS

Solvay Business Services

IS

Information Services

GBU

Global Business Unit

Freshdesk

Ticketing system used for IS tickets management 

GUDsis

Global User Database Solvay information services

SISO

Solvay Information Security Organization


General Guidelines

This Operational Procedure follows the same Key principles as described in the SBS-P-DAPP-00x-yyy-CORE CRM User Access Management:  

  • Any request related to Users, has to be initiated by the User’s direct manager.

  • The User’s direct manager is in charge of reporting any kind of change related to the user that can have an impact on access rights: change of job, leaving, retirement.

  • All Requests should be record in IS Ticketing System, Freshdesk.

  • All situations not described in this document shall be treated as exceptions and individually evaluated with IS CRM Build - Security team.

Procedure

1

Log in to the  SSP CRM

2Search for the User using his/her name or email
Click on the user’s name
On the User’s profile page, click on the icon and then on ‘User Detail’

2.1Freeze User (this action can be reverted at any moment)

2.2[ Optional ] : Unfreeze User

2.1Slide down to identify the manager of the user to deactivate

2.3[ Optional ]Email the manager to confirm/validate the user 's deactivation

3

Click the button ‘Edit’

3.1Uncheck the box ‘Active’

3.2Ignore the warning; Click OK

3.3Save again

3.4
  • If Unable to Complete the Requested Change
  1. check the reason
  2. identify the field to update
  3. go on the users page (on the far right of the screen)
  • Otherwise go to 3.5

3.4.1

 

Slide down to "Additional Information" Section and empty the field named " Manager (HR Org Chart)"

3.4.2Save

3.4.3Uncheck "Active" box

3.4.4Save

3.4.5Ignore the warning

3.4.6Uncheck Active box

3.4.7Save

3.5
  1. Check this box
  2. Uncheck these boxes
  3. Save

3.6

Unfreeze Inactive User

(because redundant with deactivated)

4

The next step is to remove the user from the installed packages (Grid Buddy)

Go to Setup » Build » Installed Packages.


4.1Search & Find

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4.2Click on the button “Manage Licenses”.

4.3

Remove License

4.4Ticket closureOnce you have removed the license, notify the requester via email that the user has been
deactivated, and then close the ticket.

5

Accounts to transferSpP Data Steward takes over from here. L1 support team's job is over.
5.1Identify the accountsSFDC Report : Accounts to transfer
5.2Modify Owner Filter

5.3

In Filter section of the report :

  1. Click on Edit
  2. Hoover on the field and click "Edit"
  3. Change the name
  4. OK
  5. Run Report
  6. Export details
  7. Export
  8. Done

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5.4Report is downloaded on your computer

5.5Email report to manager (identified in point 2.1) and require the identification of new owner

6Opportunities to transfer 
6.1Identify the OpportuniesSFDC Report : Dev pool Opportunities to transfer
6.2Change Name in Owner filter; then proceed the same way as described before in points 5.2 → 5.5 
7CTD Rep on Account Page 
7.1Identify the Accounts with a CTD RepSFDC Report : Accounts with CTD Rep
 Change Name in CTD Rep filter; then proceed the same way as described before in points 5.2 → 5.5 
8TRS Case Routing MatrixOpen the report named TRS Cases Routing Matrix and search the presence of deactivated User

8.1

  1. Activate the Search function, strike the 2 keys <Ctrl>+<F> of your keyboard
  2. Type the name to search in the box (top right corner of your screen)
  3. User found

=================================================================

8.2Notify the Manager (As identified in point 2.1) 
9Complaint Routing MatrixOpen the report named "Complaint Routing Matrix" and search the presence of deactivated User
9.1
  1. Activate the Search function, strike the 2 keys <Ctrl>+<F> of your keyboard
  2. Type the name to search in the box (top right corner of your screen)
  3. User found

=================================================================

 

9.2

Record(s) found?

  1. Notify Complaint Process Owner
  2. Require the Process Owner to update the Routing Matrix

 

 

10SCR Routing MatrixOpen the report named "SCR Routing Matrix" and search the presence of deactivated User

10.1

 

  1. Activate the Search function, strike the 2 keys <Ctrl>+<F> of your keyboard
  2. Type the name to search in the box (top right corner of your screen)
  3. User found

=================================================================


10.2

Record(s) found?

  1. Notify Complaint Process Owner
  2. Require the Process Owner to update the Routing Matrix
 

Annex

Communication templates

#1 - User Replacement Information Request

Dear [Name of GBU User Responsible],


We have been requested to deactivate [Name of User to be deactivated]’s access to the CORE CRM. However, his/her user is critical for some system customizations/functionalities.


In order for us to proceed and ensure the appropriate actions are taken to guarantee correct system function, could you please indicate his/her replacement?  


Thank you in advance,

CORE CRM Support Team


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