Multi-Account Support

Multi-Account Support allows users to access and manage multiple customer accounts within a single AppCentral session. This capability eliminates the need to log out and log back in when working across different accounts.

This feature is primarily available in the Connect workspace, where users interact with support cases, change requests, documentation, and related resources across multiple accounts.

Click the link below to watch a video that demonstrates how multi-account support works:

Key benefits

• Switch between accounts without reauthentication
• View and manage account-specific data within a single session
• Improve efficiency for support, administration, and account management workflows
• Ensure that only relevant data is displayed based on the selected account

Prerequisites

Multi-Account Support is available only when all of the following conditions are met:

• The user has access to more than one account
• The feature is enabled in the Admin Portal
• The Multi-Account Support toggle is enabled for the customer

If any of these conditions are not met, the Account dropdown is not displayed.

Configuring multi-account access

Multi-account access is controlled through account relationships configured in Salesforce.

Add account access in Salesforce

To add account access in Salesforce, perform the following steps:

1. Open Salesforce.
2. Navigate to the required account.
3. Click Related Contacts.
4. Click Add Relationship.
5. In the New Account–Contact Relationship screen:
   a. Search for and select the contact.
   b. Click Save.

After the relationship is created, the contact gains access to the associated account in AppCentral Connect.

Account names are cached for performance and are refreshed every 24 hours. As a result, updates to account information may not appear immediately. To view the latest changes, clear the browser cache and reload the page.

Accessing multiple accounts in AppCentral

After configuration:

1. Log in to AppCentral.
2. Navigate to Connect.
3. Verify that the Account dropdown is displayed.
4. Confirm that all associated accounts are listed and available for selection.

Switching between accounts

1. Log in to AppCentral.
2. Navigate to Connect.
3. Click the Account dropdown.
4. Click the required account.

The page refreshes automatically, and all data updates to reflect the selected account.

Points to note

The selected account determines the data displayed across Connect. When you select an account, the page refreshes automatically and all information updates to match the selected account.

• Support Cases: Displays and allows management of cases specific to the selected account.
• Change Requests: Displays enhancement and change requests related to the selected account.
• Documentation and Knowledge Base: Content is filtered based on the selected account and associated products.
• Training and Downloads: Courses and downloadable content are filtered to show only items relevant to the selected account.
  This ensures that users see only accurate and relevant information for the selected account.