Grant login access to a Salesforce CPQ Support Engineer

To Grant Login Access there are two methods, depending on whether you are a System Administrator or any other type of user. Learn how below.

System Administrator in Salesforce Classic User Interface:

1. Choose one of the following :

- Click on Setup | My Personal Information | Grant Login Access.
The Setup button, by default, will be next your name at the top right of the page or listed as a drop-down option when you click on your name. The layout can be different depending on your Organization's customizations

- Click on Your Name | My Settings | Personal | Grant Account Login Access

2. Set the access expiration date for 'Salesforce CPQ & Billing Support' (Minimum of 1 month for technical escalations).

3. Click Save.

System Administrator in Lightning Experience User Interface:

All Other Users

• In some Sandbox environments, only System Administrators can grant account login access to Salesforce CPQ & Billing Support. 
• In situations where the CPQ & Billing Support option is unavailable to users, grant login access to Salesforce.com Support instead and note this on your support case, if applicable. 
• If you're not getting an option to give login access to Salesforce Support, please check your Organization's Login Access Policies (from Setup, click Security Controls | Login Access Policies), and ensure that "Available to Administrators Only" is not selected for Salesforce.com Support. If it's selected, please change it to "Available to Users."

Additional Important Information

• To expedite your case, please send confirmation to the Salesforce Support rep who is working with you, along with any requested information.  Also provide the Expiration Date of your login access to the engineer working your case.
• You cannot grant login access if you're logged in as another individual through their login access. For example, a System Administrator cannot login as their end user and Grant Login Access to Salesforce Support. Similarly, if the Admin has the feature "Organization Admins can Login as Any User" privilege, Salesforce Support cannot login as a System Admin and then login as any User in their Organization. If Support needs access to both the end user and the Admin's account, both the Admin and end User will need to grant access separately.
• You have the option to either go back in multiple times and grant login access or you can grant a month as an option.  It is whatever you are most comfortable with providing.  Also once your case has been closed you are encouraged to go back in and set the access back to "No Access".
• You can’t grant access to certain support organizations if your administrator has set up restrictions or a packaged application’s license prevents it.