What is Support Access and How to Grant Support Access to SuccessFactors Support Staff?
- SuccessFactors HCM Suite
- BizX Platform
What is Support Access?
Support Access is a secure way for you to provide an authorized technical support person (like SuccessFactors Customer Success) temporary access to a user account within your company in order to diagnose a problem or troubleshoot an issue. Using Support Access, no employee passwords or personal information are required or forwarded to the technical support person, making this a secure access point for your company.
When you call or log a case with Customer Support, and there is a need for the Customer Support Agent to log into your instance, you will enable Support Access for a specific username (preferably an admin account with full permissions) and provide just the username of that account to the agent so they can login to your instance.
- You also control specify if the access you have enabled is 'unlimited' (does not expire) or is 'time-bound' (will allow access for 1 hour etc.).
- You have the ability to turn off Secure Access for that user when you have no more need for them to access your site.
- This provides you with a very high level of security and access control.
To enable support access for a specific user account:
- Go to Admin Center
- in the Tool Search or Search Tools box, type Manage Support Access
- We recommend that you enable a user account with full administrative permissions to allow support staff to investigate the issue thoroughly without hindrance. If the account used is restricted in scope and permission, then it is possible that you will be requested to provide additional information such as screenshots or replication steps, or data files, and any other content that they might be unable to view due to the restrictions of the account. Not having administrator permissions is likely to result in slower resolve time as well as your active participation in providing additional information.
- We recommend that you change the username and/or make sure username is complex. Please avoid using common usernames like admin, adminsf, sfadmin, csadmin, admincs etc. for security reasons.
- We recommend you always set Time Bound Access.
I cannot see “Manage Support Access” Option in Admin Center – Legacy Permissions
- Go to “Administrative Privileges”
- Expand “Manage Security”
- Make sure “Manage Support Access” is enabled here for the user.
I cannot see “Manage Support Access” Option in Admin Center – Role Based Permissions (RBP)
- Go to “Manage Permission Roles”
- Select the role the user belongs to > Select “Permissions”
- Click on “Manage Users”
- Check Manage Support Access
- Click Finished, then Save
If you are not able to see “Manage Support Access” in the above screenshot(s), please create a Support case with Customer Success and ask them to turn on "enable secondary login feature".
The Support Access application has double-layered security. This means that all SuccessFactors Customer Support Staff first need to login to a secure interface before they are able to login to your instance. Each agent providing you support first logs into this interface with their own unique username and password. Only then will they be able to select your instance and login using the username provided.
For security reasons, Support access should not be provided in the text area of incidents. Instead, they should be stored in the secure area.
Please refer to section 1A of KBA 1773689 – How to add log on credentials securely to an incident in order to follow the steps to maintain the secure area with the Support Access.
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