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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Jillian P.
commented
Agreed with everything previously shared. Please revisit the way this was designed.
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Michelle Wallace
commented
Critical need for CSuite and SLM as well!
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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.