How to Grant Login Access to Support

Overview:

Since Express is an app on the Salesforce platform, in order for Express Support to review a company's specific instance, we will need Subscribers access. This allows Express Support to impersonate the user who has granted access and review their Salesforce instance, including Express.

To ensure we have access to all necessary components within your account, we will need the Salesforce System Administrator to grant Xactly Support access.

NOTE: Granting login access will allow Express Support the same permissions as the specific user granting the access. The same permissions allowed for the user, the Express Support agent will have access to. The only difference is since Express Support is already impersonating a user, we cannot also log in as another user.

Granting Access:

1. Log in to your Salesforce account
2. In the upper right corner, click on your name and choose "My Settings"
3. In the left sidebar, click on "Personal"                         
4. Select the link "Grant Login Access"
5. Select the Access duration drop-down next to the row for "Latitude39 Support"

The preferable duration is either 1 week or 1 month of access.

Latitude39 Express is not showing under Grant Login Access:

If a user cannot grant login access this means one of two things:

1. They do not have a License to the Latitude39 Express app. See Licenses for Express (PDF) for more details
2. The company's settings say to only allow Salesforce Administrators the ability to grant access. This can be changed by going to Salesforce > Setup > Security Controls > Login Access Policy > change the toggle from "Available to Administrators Only" to "Available to Users"