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Grant Field Service and Operations Login Access to Salesforce Support

Publish Date: Apr 21, 2026
Description

As Agentforce Field Service and Operations (formerly Field Service) includes a managed package for scheduling, the Support team will need you to grant login access to both 'Salesforce.com Support' and 'ClickSoftware, Inc. Support'' to view detailed error messages produced from the packaged components.

Resolution

Follow these steps to grant login access to Salesforce Support to troubleshoot messages from packaged components with Salesforce Field Service and Operations.

If you are a System Admin using Lightning User Interface
 

1. Click on your avatar in the top right-hand side of the screen and choose Settings.

2. Click on Grant Account Login Access.

3. Set the access expiration date for 'Salesforce.com Support' and 'ClickSoftware, Inc. Support' (Minimum of 1 month for technical escalations).

4. Click Save.
 

If you are a System Admin using Classic User Interface


1. Choose one of the following:
- Click on Setup | My Personal Information | Grant Login Access.
- Click on Your Name | My Settings | Personal | Grant Account Login Access

2. Set the access expiration date for 'ClickSoftware, Inc. Support' AND 'Salesforce.com Support' (Minimum of 1 month for technical escalations).

3. Click Save.

 
Affected Users
 

1. Choose Your Name | My Settings | Personal | Grant Account Login Access.

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

3. Click Save.
 
 

Login Through Mobile user:

 

In certain scenarios, Support may need login access for the mobile user to investigate issues within the Field Service and Operations Mobile app. To grant login access for the mobile user, follow these steps (note: this applies only to internal Salesforce users, not community or partner users)

 

          1. Request the mobile user to log in through a desktop browser using their username and password.(Important: Avoid using the "Login As" feature via an admin account to grant access for the mobile user, as it results in an error due to insufficient privileges).
 
          2. Click on the avatar in the top right-hand side of the screen and choose Settings.
 
          3. Click on Grant Account Login Access.
 
          4. Set the access expiration date for 'Salesforce.com Support' (Minimum of 1 month for technical escalations).
 
         5. Click Save.
Knowledge Article Number

000384871

 
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Salesforce Help | Article