Impersonation task

Diana Holden
Diana Holden
Fifth Anniversary K-12 Fall 2025 Product Update Briefing Badge Kudos 1 Name Dropper
in Core

Good afternoon!

We're working on a review of our roles with the impersonation task and are running into a slight issue with our admissions process. We cloned the platform manager to give certain admin roles a limited impersonation task. We are now rolling back this task and redirecting admin to other pathways to view the information they need.

However, our admissions team indicates that they need to be able to impersonate candidates/candidate families in order to help with the application/checklist process, in case something goes wrong. I am not seeing any other way for them to be able to see what the family might be seeing in case of a mistake or empty field in the system. Is there a task or workflow that would enable the staff to see this information without the impersonation task?

Thanks,

Diana

Answers

  • Carolyn Hanna
    Carolyn Hanna
    Facilitator 1

    I am having the same issue. Any ideas would be greatly appreciated!

    Best,

    Carolyn

  • Kathy Hannon
    Kathy Hannon
    Tenth Anniversary Kudos 5 K-12 Fall 2025 Product Update Briefing Badge Name Dropper

    For us it was a security issue. If there was ever an issue with a contract/applicate, we could confidently state that the Admissions couldn't complete the contract without using impersonation. When a view only comes out we will give to Admissions but not the impersonate tool. Only heads of school have that role besides Platform Managers. We have taught the team to troubleshoot the parents' issues without using the Impersonate tool. If a parent can't see something - impersonating is going to give you the same result. It's been very successful! They also have a Test family that they can issue forms and such to make sure they are working properly.

  • Ryan Staude
    Ryan Staude
    Facilitator 1 First Anniversary

    What are some of the ways which you have instructed the Admissions team to troubleshoot without giving them the impersonation tool? We are grappling with the same problem at my school.

    Thanks,

    Ryan

  • Kathy Hannon
    Kathy Hannon
    Tenth Anniversary Kudos 5 K-12 Fall 2025 Product Update Briefing Badge Name Dropper

    Parent can't see checklist item - most likely it's because the checklist items prior didn't allow to transition into milestone. The admissions team can set up parent BBID accounts. Admissions is asking for screenshots as to what parent is seeing- most of the time it's a date or checklist item. Having a test family would present issues before forms or applications went live, eliminating those parent question - Admission got the parent experience and pared down the applications or forms for better data collection. Disabled accounts - they will always have to get IT involved. When we took away the Impersonate, we asked them to work with us for 1 year and then we would re-evaluate. Although they would like it back - they recognized that they could troubleshoot without it and the benefit of not having it. We created a FAQ for them to refer too - handheld a couple of months and even showed them that we didn't need Impersonate to troubleshoot.

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