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Overview
Granting access to the Support team can be done in just a few steps! Note a System admin user must grant permissions from within the Salesforce instance. You can do this in the Salesforce Classic or Lightning interface, depending on which your org uses.
While any user can grant account access in a Production environment, we recommend a System admin user granting access within a Sandbox environment.
To grant permissions in Salesforce Classic:
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Navigate to the url of your intranet Home dashboard and and remove everything after .com. Hit the Enter key.
Note:
Sometimes users will be redirected back to Simpplr when attempting to access
Salesforce. To get around this, you can also enter a direct URL to the Salesforce
'Grant Access' page. The URL you'll need to enter is as follows: samplecompany.my.salesforce.com/partnerbt/grantLoginAccess.apexp?retURL=%2Fui%2Fsetup%2FSetup%3Fsetupid%3DPersonalInfo&setupid=GrantLoginAccess.
You're going to then replace yourdomain with your actual domain name. So if your
Simpplr URL is https://samplecompany--simpplr.vf.force.com, the your domain will be
samplecompany. -
Next, navigate to the My Settings option from within the Salesforce dashboard.
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From the Quick Find box, type in Grant Account Login Access and search.
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Locate Simpplr Inc Support. From the dropdown list, grant access for 1 week (or however long is needed depending on the case severity or Support's recommendation). This will ensure the Support team can access your environment for the time you set. Click Save. If you need to revoke access at any time, simply navigate back to this page and remove the access.
To grant permissions in Salesforce Lightning:
- Navigate to the url of your intranet Home dashboard and and remove everything after .com. Hit the Enter key.
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From your Salesforce Dashboard, click your profile picture in the upper right hand corner. Then click Settings.
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From the Quick Find box, type in Grant Account Login Access and search.
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Locate Simpplr Inc Support. From the dropdown list, grant access for 1 week (or however long is needed). This will ensure the Support team can access your environment for the time you set. Click Save. If you need to remove access at any time, simply navigate back to this page and remove the access.
Remove Simpplr Service Account Access from Your Intranet
If you still have a Simpplr Service Account, which is a Salesforce admin account Simpplr creates during your implementation, you can remove it and assign the account to another email address by completing the instructions below.
- From Salesforce Setup, in the Quick Find box, type Users and select.
- Filter the results by Admin users and find the Simpplr Service Account user. Click Edit.
- Change the email address to one you'd like to use as the centralized service account going forward. If you need assistance deciding, check out the article here on service accounts and why we recommend having one.
- Scroll down and check the box next to Generate new password and notify user immediately. Then click Save.
- The email address you chose will receive a password reset email and instructions on getting into Salesforce as this user. Simpplr's team will no longer have access to your intranet.
Comments
Hi Matthew,
I thought only System Admins could grant Simpplr Support access.
Are regular users (who are on Salesforce Lightning) also able to grant Simpplr Support access?
Just looking for some clarification. Thank you!
Hi Aileen. Only System admins (those with Salesforce admin permissions) can grant Support access to their account.
Okay, so then the System Admin would need to log in as the user and then grant support access through the user's account's Salesforce side?
Apologies. I was mistaken before. Technically anyone with Salesforce access (all users) can grant support access. If there's an issue specific to an End user, we'll have that user grant support access to their account/profile. If the issue was across your entire Simpplr instance, we would have the System admin grant support access.
Okay, that makes sense, thank you for clarifying Matthew!
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