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How to Log into Customer Accounts via Salesforce
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How to Log into Customer Accounts via Salesforce

Objective

When customers have reported a fault or are experiencing issues this how-to guide will list how to log in to their account to carry out troubleshooting steps and investigate reported issues.

Applies To

  • Virtual Office
  • Configuration Manager
  • Account Manager

Procedure

If the Account on the Case is a Reseller

  1. Click the case details button
    clipboard_e18abcaff3cb96b7ae3afe46484a892b2.png
  2. Look under the Account Field click the account name
    clipboard_e475decb8bbd36517cbdc12e40d350cfc.png
  3. A new tab will open click on the login As customer button 
    clipboard_e32265e38483259fe7621696666afeac4.png

If the Case Was Raised Under the Wrong Platform Group

  1. Identify the Account name
    clipboard_ef94710cc6fdd8ef0833c448153957236.png
  2. Search for the Account on service cloud
    clipboard_eedb9efee086ae9a6a29ae12db3dcb9b4.png
  3. Identify the Parent Account
    clipboard_e64cf887d0aa347cbc13da7062125fac1.png
  4. Click on the Parent Account to open it in a new tab
  5. Click the case details button
    clipboard_e18abcaff3cb96b7ae3afe46484a892b2.png
  6. A new tab will open click on the login As customer button
    clipboard_e32265e38483259fe7621696666afeac4.png

From a Case Directly if it Was Raised in the Correct Parent Account 

  1. Click the case details button
    clipboard_e18abcaff3cb96b7ae3afe46484a892b2.png
  2. A new tab will open click on the login As customer button
    clipboard_e32265e38483259fe7621696666afeac4.png
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