Recommendations for impersonating a user

Before impersonating a user:

• The customer or consumer users should reach out for help regarding their account specifically in placing an order, requesting, accepting, or declining a quote. Agreement between the user and the CSR impersonating them must be established before the CSR starts impersonation.
• The CSR must access and log in to the site of the user they are impersonating. Site redirection does not work on user impersonation.
• Ensure that the released React widgets are the ones used in your site. Impersonation may not work if the Marionette widget is still used in your site.

While impersonating a user:

• The CSR can do these actions while impersonating:
  • Adding items to the cart
  • Comparing items
  • Browsing items
  • Selecting from the multi-customer drop-down field
  • Checkout from the cart
  • Requesting and accepting or declining quotes
  Note: Other functionality or feature could lead to unexpected behavior when done while impersonating.

• These actions are not recommended when impersonating as these may lead the CSR to lose the impersonation:
  • Manually editing the URL or removing parts on the URL
  • Using the back and forward buttons of the browser
  • Opening a new tab from the tab where you are impersonating