Supporting Users
Builders often serve in end-user support roles during Connect Care launches. They may additionally provide direct support when user volunteers participate in the evaluation of new build as part of "soft launch" testing prior to full release of new build.
Sometimes users report difficulties that are best resolved when builders or other approved support staff are able to log on as the user and emulate the problematic workflow. This can be done in the SUP Connect Care environment (non-production copy of the overall state of production from the day before) by “taking over” a user account, investigating the issue, then restoring the account to its original state. None of this affects the user’s experience in production. The capability is available only to support staff who have completed training and have all necessary approvals.