Account Manager for B2C Commerce FAQs for an Account Administrator

How do I disable/enable an account in Account Manager?

In terms of how Account Manager works, deleting the user's account moves it into a state where the user can no longer log in. The user account is not deleted and can be enabled again later which effectively 'disables' the account. Undeleting the account moves it into a state where the user can log in again and this action effective 'enables' the account. If you purge the account after deletion, this action removes it from Account Manager completely and is irreversible.

Note: For more information on how to manage accounts in Account Manager (including deleting, undeleting, and purging), please see Managing Account Manager for Salesforce B2C Commerce Users.

How do I add a preexisting user account to my organization?

Account Administrators can use Account Manager to add existing users from other organizations to their own organization/s. After adding a user to a new org, that user can then be assigned roles to access that organization's resources.

To add a preexisting user to one of your organizations, follow the steps below:

1. In a web browser, navigate to Account Manager.
2. Log in with your administrator credentials.
3. Select the Users tab.
4. Click Add User.
5. Enter the email address of the user account you want to add to your organization.
6. Click the checkbox for your organization.
7. Click Add.
8. Save your changes, and contact the user to confirm access.

What does it mean when a “User already exists”?

This error message usually appears when creating an account for a user whose details already exist under a different organization. If you do not have access to that organization, then please contact Commerce Cloud Support for assistance.

Is there any limit to the number of Account Manager users that can be created?

There's no limit to the number of users that can be created under one organization.

How can I find the Account Administrator/s for my organization?

Please follow the steps below:

1. Log in to to Account Manager.

2. Select the Account Information tab.

3. Scroll down to Account Administrators to find the users with that role.

Does Account Manager require multi-factor authentication?

Yes, all Account Manager users require MFA to access Salesforce B2C Commerce. You can find more details here.
 

What if a user needs to replace their physical MFA device?

If login is blocked after changing MFA devices, an account administrator should explicitly delete the MFA device from the user account on Account Manager to prompt the device registration page in the user's login flow.

Does Account Manager integrate with 3rd party Identity Providers?

While Account Manager doesn't integrate directly with 3rd party Identity Providers, you can configure Account Manager to do SSO/Federation using Salesforce Identity and Salesforce Identity can be configured to work with 3rd party Identity Providers. You can find more details here.

Does Account Manager support international characters?

Yes. Account Manager supports international characters. Password and email values, however, can only be standard ASCII characters. All other non-digit input fields accept international characters beyond the standard ASCII character set.

I didn't get a Commerce Cloud email (or I accidentally deleted it), so how can I access my Commerce Cloud Account?

Contact your account administrator and request another copy of your Commerce Cloud invitation email. If you’re an account administrator having issues accessing your account, open a Support case in the Salesforce Help portal.

Who manages my account data?

Everyone with an account can maintain their own personal account information. Each Salesforce B2C Commerce client or partner organization is assigned an account administrator. The account administrator is responsible for managing accounts for all members of their organization. To change your roles, permissions, or membership, contact your account administrator. The account administrator can also add new user accounts to their organizations.

I tried to log in multiple times and when I tried to use the "Forgot Password" operation, I couldn't reset my password.

If you try too many times to log in, your account gets locked temporarily for 30 minutes. For security reasons, the "Forgot Password" operation is disabled for locked accounts.

What's Reports and Dashboards, and how do I grant access?

The Reports and Dashboards analytics tool enables you to make smarter business decisions based on your Commerce Cloud data. You can drill into insights on sales, products, and promotions to identify trends over time. You can also filter the data by site, customer type, and channel type, and specify a date range, including a comparison date range.

To provide access, an Account Administrator must add either the Dashboard Customer Administrator or Reports and Dashboards User role to the user in question on Account Manager.

• The Reports and Dashboards Customer Administrator role allows access to account settings.
• The Dashboard Reports User role is view only.

Once the role has been assigned, save your changes and scroll back to the role. Click the filter icon to the left of the "No role scope defined" message, and select the organization name and the production instance/s for the realm/s the user needs to access.
 

How can we change the contact that is mentioned in our Account Manager Reset emails?

The contact is currently chosen at random from all the Account Administrators in the organization, so you have no direct control over which one is mentioned. To exclude a user from the email, you must revoke their Account Administrator role.
 

Can I change a person’s name or phone number in Account Manager?

Administrators can't modify any of the user profile information once an account is created. If the user in question wants to change their first name, last name, and/or phone number, they can do so after logging into their own Account Manager user, navigating to the Account Details tab, and saving their changes.
 

Why's the Dashboard Customer Administrator role not visible to the user, even if they're an Account Administrator for the organization?

The Dashboard Customer Administrator role is, as the name suggests, an administrator role. This means that an Account Administrator can only assign this role if they already have this specific administrator role assigned to their own account.
 

How can a user have roles under a specific organization if their account isn't listed under that organization on Account Manager?

User accounts can be listed under multiple organizations on Account Manager; however, a user can only have one Primary Organization at a time. This Primary Organization can be found on the user's account details page.

When looking under an organization that is not the user in question's Primary Organization, that user will be found in the "Invited Users" section, which can be found on Account Manager on the User page.
 

What's the difference between deleting and purging a user?

Deleting a user disables their permissions. Such users can only be viewed in the "deleted users" section in the drop-down menu on Account Manager, and they can be un-deleted. Purging is a permanent maneuver that purges the user from Account Manager. Purging, unlike deleting, can't be undone.

 

Can new Account Manager user accounts only be activated via the activation email?

Yes, currently there's no alternative means of activating a new user. If the activation email is missing, check all spam and junk folders. If email is missing from spam and junk folders, or if the link in the email doesn’t work, please reach out to Commerce Cloud Support.

 

What does the error "This user cannot be invited to your organization because the user is currently inactive" indicate?

To avoid redundancies for Account Manager users, a user can only be created if it doesn't already exist somewhere in Account Manager. This error usually indicates that the user exists in an inactive state in another organization. See if you can identify the organization name, and then reach out to an Account Administrator within that org to re-enable or purge the user.

What roles in account manager are required to view API Client ID tab?

A. Role - Account Administrator 

Permits this user to view other user accounts. Permits this user to add other user accounts. Permits this user to edit other user accounts. Permits this user to edit API clients for their organization. Normally, only user accounts that belong to the same organization as the user are shown.
If a user with the Account Administrator role is assigned to multiple organizations, the user is the Account Administrator for all of the assigned organizations.

B. Role - API Administrator

Permits the account to view API client IDs. Permits the account to add API client IDs. Permits the account to edit API client IDs. Enables the Account Manager API Client tab for the user.

C. Role - Read Only Account Administrator

Permits the user read only access to the organization's details, API clients and users. Users with this role can't update or create organizations, API clients, or users.