Customer Support Login

About the Customer Support Login

Customer support teams can better assist users when they can login on behalf of a user. This is known as Login by Proxy, and allows customer support staffers to login as the user, and navigate the platform with the user's configuration. All user permissions and privileges available to the user are granted to the customer support staffer who logs in by proxy.

Users that have the Customer Support Login Permission permission can Login by Proxy to a Tenant

To Login by Proxy to a Tenant:

1. Open the Tenants object
2. Navigate to the Tenant of interest
3. In the Quick Links section, click the Customer Support Login link to login as this user
   • This Login by Proxy is tracked in the Audit Log, and is visible to the user
4. When the investigation is complete, click the Switch Back link to exit the Proxy Login and revert to your last login state

Proxy Login as this User

As an administrator responsible for a number of Users, it is often convenient to diagnose user issues by logging in via proxy. With this login, you gain full access to all actions available to the user. (Each action performed during a Proxy Login is audited and logged.)

Users that have the Proxy Login Access permission can Login as another user to troubleshoot problems that may arise in a user's account

When a Proxy Login is initiated, a dialog box opens to remind the user that a record of these actions will be created. The user can opt to continue or cancel the action.

To execute a proxy login

1. Click Settings > Administration > Users
2. Select a user
   If your role has the capability to do a proxy login, the [Proxy Login] button is visible.
3. Click the [Proxy Login] button.
   A confirmation dialog appears.
4. Click [OK]
5. If this is a first-time login, you may need to answer a Security Question
   • The name of the user will appear on the screen, in place of your username
6. Perform any necessary troubleshooting activities

Note: You can only login-by-proxy as a member of your team or one of its subteams, as specified by the Permissions Hierarchy restrictions.

To close a proxy login session

1. Click the Switch Back link
2. Confirm that your login name appears on the screen, which indicates that you have successfully closed the Proxy Login session

Site Proxy Login

If you have a Sites, you may need to login as an active user of that site to troubleshoot problems they may be experiencing.

Users that have the Proxy Login Access permission can Login as a Site user.

To log in to a Site by proxy:

1. Go to Setup > Administration > Users
2. Select an active user.
   If Sites exist and your role has the capability to do a proxy login, the [Site Proxy Login] button is visible.
3. Click [Site Proxy Login].
   A popup window opens.
4. Select a site
5. Click [Submit].
   A new browser window is launched, showing the Site home page as the selected user.

Considerations

• Only one browser session can be active at a time, so your current session is devoted to the new user.
  If you refresh your current window, you will find that it now belongs to the user you logged in as.

• If they are a platform user as well as a site user, you see their home page.
• If they are a Site user only, you see a login screen.