How to Grant Login Access to Salesforce Support

While working as a Salesforce admin, users report that they cannot see some important records on the Account object.

I checked the issue, but everything was normal on my end, and I was unable to resolve it. To resolve this quickly, I opened a case with Salesforce support.

When I opened a support case, I got a reply from Salesforce support saying, “We need temporary login access to your org so we can check the issue and find the root cause.”

Now, I must grant login access so that the Salesforce support team can log in to the Salesforce org (with limited access) and troubleshoot the problem directly.

In this article, we will learn how to grant login access to Salesforce support. This grant of login access helps Salesforce support to access the User login to fix user issues in troubleshooting.

Grant Login Access to Salesforce Support

In Salesforce, granting support login access allows Salesforce support to log in to our Salesforce organization for a short time to help resolve issues.

This grant of login access to the support method is to establish coordination between the Salesforce user and the support team. It helps support representatives to understand the difficulties better.

Salesforce allows you to grant login access for a specific period, usually 1 to 30 days. After this period ends or the support case is resolved, it is recommended to remove or cancel the access to keep your Salesforce org secure.

How to Grant Login Access to Support in Salesforce Lightning

To grant login access to support in Salesforce Lightning, follow the steps below.

1. Navigate to Salesforce’s Setup page, click on the Profile icon, and select Settings.

2. In the Profile settings, click on Grant Account Login Access in the left sidebar.

3. Click the Access Duration dropdown and select the time duration for the Salesforce.com Support user’s access.
   • In this example, I have selected a 3-day access duration.

4. At last, click on the Save button.
   • When we click the Save button, the support user will receive login access for the selected time duration.
   • We can also change or remove the login access duration from the Change button.
   • To remove the support user’s login access, click the Change button, select No Access, and click Save.

This way, we can grant login access to support users in Salesforce Lightning by following the above steps.

Grant Login Access to Support in Salesforce Classic

To grant login access to support in Salesforce Classic, follow the steps below.

1. On the Salesforce Classic home page, click the user name dropdown and select My Settings.

2. Under My Settings in the left bar, click on the Personal tab, then select Grant Account Login Access.

3. Click on the Salesforce.com Support’s Access duration dropdown and select the duration of the support user’s login access.

4. After selecting the access duration, click Save.

5. When we click Save, the Support user will receive login access for the selected duration.
   • The Access duration displays the days or weeks left in the access. Here, we also change or remove the access from the Change button.
   • To remove the support user’s login access, click the Change button, select No Access, and click Save.

Following the above steps, we can grant login access to support users in Salesforce Classic.

Conclusion

I hope you have got an idea to allow Salesforce Support to assist you with a question, issue, or request. We have to provide login access to the Support user. This allows Support to log in to the application using your login to troubleshoot and fix issues.

By following the steps above, you might have understood the process for granting login access to Support in Salesforce Lightning and Salesforce Classic.

You may also to read:

• Control Login Access Policies in Salesforce
• Add Login Button for User in Salesforce
• Grant Access Using Hierarchies in Salesforce
• Create Custom Headers in Salesforce
• Remove Custom Home page in salesforce lightning