Service Board integrates with Salesforce using Single Sign-On (SSO). While Salesforce supports a native Login As feature, this capability is limited to Salesforce and does not apply to connected applications such as Service Board.

Without a dedicated identity‑switching capability, administrators face the following challenges:

The Sign In As feature in Service Board enables administrators to securely access Service Board as another user. This capability helps administrators quickly diagnose issues and gain better insight into user behavior, while ensuring that all actions are fully traceable and the system remains secure.

An administrator opens a user record in Max Admin and selects Sign In As from the gear menu. Service Board then loads the interface using that user's permissions, data access, and display preferences. A persistent banner at the top of every page indicates that a Sign In As session is active.

Only one Sign In As session can be active at a time. Starting a new session automatically ends the previous one. The target user is unaffected and can continue working normally throughout the session. Service Board and Salesforce sessions remain fully independent: signing in as a user in Service Board does not alter the administrator's Salesforce session, Salesforce's Login, and the Service Board session.

A user must meet all of the following conditions to appear as eligible for Sign In As. Users who fail any single condition are excluded from the selection.