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Salesforce provides the strictest access controls to customer data. Before the support team or Success Managers can gain access to your account, an administrator must give access to the specific individual or team you will be working with.
This article details how to give access to Salesforce employees so they can assist you with troubleshooting, strategy, and enablement.
The individual Salesforce employee you are working with may request access to your site. Salesforce employees who may request access include, but are not limited to Support Engineers, Success Managers, Technical Architects, and Solutions Architects.
- Log into your account with Administrator permissions.
- Navigate to Security > Grant Access.
Grant Support Team Access
You can authorize the support team to log into your site to assist with support issues. You can select the duration of access to your site (up to a maximum of one year) for any team members from the support team. After the selected duration is over, you must grant access again.
In the Support Team Access section:
- In the Enable for field, enter the number of days, weeks, months, or years (with a maximum of 365 days, 52 weeks, 12 months or 1 year).
- Select Day, Week, Month, or Year from the drop down.
- Click GRANT.
- Access is revoked at the same time that the access was granted plus the duration configured. For example, if you grant access for 1 day, the access will be revoked exactly 24 hours after the access was granted.
Grant Access to an Individual Salesforce Employee
You can authorize individual Salesforce employees to access your site so they can assist with support, configuration, and strategy. You must add each individual separately and can customize the role and duration of access for each person for a time period of up to one year. After the selected expiration date is over, you must grant access again.
In the Individual Salesforce Employee Access section:
- Click ADD SUCCESS MANAGER.
- Enter the valid Salesforce email address of the Salesforce employee who needs access.
- In the Expiration Date field, select the date access should expire, with a maximum duration of one year.
- There are two ways to control what type of access the Salesforce employee has in your account:
- Full access to all datasets - In Account Permissions, you can grant administrative access to all datasets in your account.
- Specific role-based access to one or more datasets - In Dataset Permissions, click +Role for the dataset the individual should have access to. You can select from roles you have already created in your account. For more information, please refer to Add, Edit, and Delete Users and Roles.
- Click SAVE.
Once a Salesforce employee has been given access, his or her email will appear on the screen. You can make edits or revoke access.
In the Enabled Users section, you will see a list of each Salesforce employee who can currently access your account:
- Click EDIT to make changes to access level or expiration date. Click SAVE to save changes.
- Click REVOKE to immediately remove access for that individual.
In the Expired Users section, you will see a list of each Salesforce employee who once had access to your account:
- You can make changes to access level as needed and set a new expiration date.
- Click SAVE to save changes.