ArticlesALL: How Can I Identify if a Certinia Support Request is Legitimate?

• How to identify a legitimate Certinia Support request?
• What are Certinia's practices for accessing my Salesforce org?
• Will Certinia ever directly ask for my Salesforce login credentials?

Here are some tips on how Certinia engages with customers for support and consulting purposes:

• Our Professional Services Consultants, Support Analysts, and CSMs will not call you directly to request access to your Salesforce org, ask you to browse to a website to enter your login credentials, or ask you to reset your password. Any such legitimate requests are communicated securely through case comments.
• When possible, remote support and assistance will be provided using Salesforce Subscriber access. Customer authorization is always sought before this takes place and involves completion of the 'Subscriber Access Form' by a customer case contact.
  • If access is required and case is not in place, explicit approval will be obtained by email from a @certinia.com email address. 
• If direct login is required to your Salesforce org, ensure that the email address associated with the user account is @certinia.com.
  • Certinia will never request a different email domain to be associated with a user account used to support a password reset or for single sign on (SSO) configuration. 
• If there is any doubt as to whether a request to access your Salesforce org with Certinia products is genuine, contact Certinia Support or your CSM for clarification using known communication channels.

Certinia is dedicated to providing industry-leading security for our customers’ data assets within our products, supported by being 100% native on the Salesforce platform. Threat actors can use various social engineering tactics, including voice phishing (i.e., “vishing”), to impersonate members of an IT Support team over the phone.