Sign In As Session Behavior and Audit Trail
This section describes the behavior of Sign In As sessions and outlines how Service Board records session activity, user actions, and audit information.
• Multiple system administrators can Sign In As the same user at the same time without conflicts.
• A single administrator can Sign In As only one user at a time.
• The out-of-the-box system user can maintain multiple concurrent Sign In As sessions across different browsers.
• Session start and end times are recorded in the Impersonation Log.
• The Sign In As field is populated in the user session record when the session starts and is cleared when the session ends.
• Sessions automatically expire based on the timeout value configured in system settings.
• The signed‑in‑as user’s original session remains active and unaffected.
• Data changes are logged with:
◦ The signed‑in‑as user as Updated By
◦ The administrator as Acting User
• Changes made during Sign In As sessions can be synchronised to Salesforce.
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