ArticlesHow to Grant Subscriber Access

• Full Salesforce Licensed Organizations only
• Certinia Products all Versions

• If necessary, reach out to a System Administrator with concerns since Subscribers Access is a Salesforce Functionality
• Only Organizations with a full Salesforce license can use the Subscriber Organizations feature.
• On occasion, Certinia Support may ask to Reset the Password for a designated Username such as the Onboarding User to apply data fixes. The reason is that some data fixes must be applied during Business Hours with a Username that has no Scheduled Jobs Setup to run during the duration of the fix. 
• Refer to the Grant Login Access Salesforce Documentation for additional information about granting access.
• For more information about the Standard Debug process, refer to the Salesforce Document titled Debug Logs.

What is Subscriber Access? 

Subscriber access is a Salesforce functionality that allows Certinia Support to Login to an Organization as a specific Username for a designated duration without a Password. Access is commonly requested by Support or the Onboarding teams or when push updates are scheduled for major releases. 

About Providing Subscriber Access

Subscriber Access is necessary for troubleshooting most if not all issues in an affected Organization. Once access is Granted, the Support team can examine the Organization's data and configuration to diagnose and resolve issues. Access must be Granted when capturing Debug Logs (which is a Salesforce functionality) because the Log files contain Proprietary Code owned by Certinia. This Code is only available to Support via Subscribers Access and will not show up with the Standard Debug Logs that System Administrators run in the Org. 

How to Grant Subscriber Access

Depending on the Organization, the “Setup” button will be next to the Avatar at the top-right of the page or listed as a drop-down option.

1. Based on the Setup, follow one of the below click paths:
   • Non-Enhanced Setup Menu: Setup > My Personal Information > Grant Login Access.
   • Enhanced Setup Menu: Your Name > Settings > Personal > Grant Account Login Access.
2. Set the Access expiration date for “Certinia Inc. Support” (preferably for one month, or a minimum of one week).
3. Click Save.

• To explain how to Grant Subscriber Access