Login As --Removes user's existing login
I know that Login As was intended to bounce the user out of their own CSuite login when used; however, I would ask that you reconsider this approach. From a Customer Service perspective, this is a nightmare. We most often use Login As when on the phone with a Fund Advisor (and now could be anyone with portal access), to help them troubleshoot either getting into the system or working with the system. If we then have to answer any questions that require us to be logged into CSuite ourselves, the portal user has to wait while the customer service user opens a new browser, goes through MFA and logs into CSuite. But, oh, guess what? They are now logged out of Login As.
Secondly, for any organization that uses a default browser and/or a password manager, we now have to maintain browser short cuts, password manager log in and MFA in two separate browsers! This is a lot to manage--especially when you have a customer on the phone.
We had previously had no problem proxying as a Fund Advisor and keeping our own version of CSuite open. We really need to have that ability back in the new portal, so that we are able to service our customers effectively.
The final issue with this is basic ability to validate and troubleshoot our own externally facing site. I'm trying to simply walk through the site to document updates and I can only do so without being logged into CSuite at the same time? How do we validate what is displayed vs what we see in Csuite? In the 10 minutes that I have been trying to document requirements, I have had to log into Csuite about 4 times now. This is not a good customer experience!!
Jennifer Windram
shared this idea
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Angela Farnquist
commented
Agree that this is cumbersome and hoping Foundant will find a solution. In the meantime, try logging into two separate browsers (Chrome and Edge, for example) one as you, and one to login as. Or use your main browser plus an incognito window. It's been a decent workaround for me!
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Monica Emery
commented
I agree with everything previously shared. Easily logging in as or proxying as a Fund Advisor (without being logged out as ourselves) is so key to our interactions.
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adamsamuels commented
+1 to these comments. "Login As" in CSuite needs to function identically to "Proxy as" in SLM/GLM with clear indication in the upper corner of the current user and options to end the session without logging the staff user out of CSuite.
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Lenora
commented
Commenting to hopefully bump this fix. The new Login As is a nightmare!
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Jennie Dawes
commented
I was just about to add this to the Lab and saw this! Why suddenly can users not use the "Login As" feature?!?! How can I help a Fund Advisor on the phone if neither of us can log in to that person's account? Another solution for a problem that did not exist!
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Julie
commented
Yes, please let us proxy as the external portal user without logging us out of our internal view of C Suite and have the log indicate that the user was logged in as a proxy.
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Jillian P.
commented
Agreed with everything previously shared. Please revisit the way this was designed.
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S.Ledford
commented
100% agree with this. Please let us proxy as the user, then stop proxying when done. This works quite well in GLM and it did in CSuite but now it will be a pain in dealing with the customers. Thank you for consideration.
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Andrea
commented
So much yes! When I am running financials and trying to troublshoot financials issues, login as is SO helpful!
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Mitchell Moravec commented
+!!!! to the commentary here. Absolute trouble when trying to work with clients over the phone or likewise. We need this fixed.
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Frazelle Hampton
commented
I agree with all statements that this needs to be reconsidered
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Eyerusalem Gehringer
commented
I have been testing the new portal out and it is incredibly challenging to proxy as a a fund advisor and try to double check information in the backend only to find I need to log out again. This will make customer service challenging as Jennifer stated, as often we are trying to reference information in both sides.
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Zac Smith
commented
Completely agree that this needs to be revisited. This issue is the reason we have not switched from the legacy Fund Advisor portal to the new portal yet. The negative impact on our customer service and internal efficiency would be felt far more than benefits of the additional features in the new portals.