Question:
How to grant Veeva Support Access as an Admin in Vault CRM?
Answer:
Veeva Support Access provides the opportunity for Veeva Product Support to log in on behalf of a certain Vault user to troubleshoot customer-reported issues raised in the form of Veeva Support Tickets.
To grant Veeva Product Support Access, follow the steps below:
- Log in to the appropriate Vault CRM instance.
- Click on the Tab Collections 3x3 Square icon located in the top left corner of the Vault User Interface.
- Click on the Admin option.
- Click on the Users & Groups menu.
- Locate the Vault User that Veeva Support Access is going to be provided.
- On the Detail Page of the User record, scroll down to the Veeva Support section, and expand it using the arrow icon.
- Click on Select a duration and select the time for the access.
- Click on the Grant Access button.
Notes:
- Extending Support Access can be done by selecting the appropriate duration value and clicking the Change Expiration button.
- If deemed necessary, System Administrators (Vault Owners) can manually revoke Veeva Support Access at any point using the Revoke Access button.
- It is not possible to provide Support Access to a User if the Users: Grant Support Login Security permission is not enabled for the Security Profile of the User.
- In the event, that Veeva Support access is granted for a certain user, the Delegate Access feature is not available for Veeva Product Support for that certain user.
Related Documentation:
Knowledge Base
Vault Documentation: