Migrate Customer Community Plus Users to Unified Employee License

Migrate your existing employee users in Agentforce IT Service from Customer Community Plus (CCP) licenses to the Unified Employee License (UEL) in a single bulk operation. Run the UEL migration tool from Setup to standardize on a single licensing model and establish employees as standard Salesforce users.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

Note Though the existing documentation describes this migration for HR Service, the same steps apply to Agentforce IT Service.

Complete the prerequisites described in Before You Begin in the HR Service documentation.

Important This migration is permanent. After the migration begins, you can no longer create new users with CCP profiles.

The migration retains existing user IDs and record ownership, so the license change doesn't affect reports, historical activity, or audit trails. For details about the Unified Employee License, see Unified Employee License Details.

Migrate your employee users from CCP to UEL with the Unified Employee License Migration tool by following the steps in Migrate to UEL.
Validate your migration by verifying the license type for migrated users, updating field-level security for the Case and Incident objects, and adding the Unified Employee profiles to the relevant Experience Cloud sites.
For the complete validation procedure, see Post Migration Checks in the HR Service documentation.
Set up User Access Policies to manage UEL entitlements for your migrated users by following the steps in Set Up User Access Policies for UEL Migration.

For answers to common questions about rollback, downtime, inactive users, and post-migration license cleanup, see CCP to UEL Migration FAQs in the HR Service documentation.