Sometimes, the easiest way for a customer service representative to help a customer is to log in on their behalf and see exactly what the customer is seeing. With Strivacity’s User Impersonation feature, customer service can temporarily log in as the customer using a time-limited access link.

Approach

Account impersonation can occur when an administrator has user management rights, including a special right for Account Impersonation. This special permission can be reserved only for authorized customer service personnel so that only certain individuals can get this privileged access.

Pre-requisites

• An application client with a configured login URL
• An administrator account that has user management rights, including Account Impersonation Admin roles

How to impersonate a customer

• Go to Account Management
• Find the user account that you want to impersonate
• Click the "Impersonate account" button
• The resulting dialog will ask you to select the application client the admin will log in to on behalf of the account's user
• The dialog will also ask you to provide a reason for the impersonation session. Reasons are logged in the related account event that occurs when impersonation sessions occur.
• Session links expire after 3 minutes