User Impersonation Feature in Docebo

Evgeniya Ioffe - May 9th 2024 - 5 minutes read

In the evolving landscape of corporate training, Docebo's Learning Management System (LMS) stands out with its innovative functionalities, one of which is the user impersonation feature. This sophisticated tool provides a unique perspective into the learner's experience, opening avenues for enhanced troubleshooting, direct support, and personalized learning strategies. But how can organizations implement this capability responsibly and effectively? Our comprehensive guide dives into the mechanics of the user impersonation feature, exploring its setup nuances, critical security precautions, and its transformative potential in practical training scenarios. Whether you're looking to optimize your training processes or safeguard against potential vulnerabilities, this article will equip you with the insights necessary to leverage user impersonation as a powerful ally in your educational toolbox.

Understanding User Impersonation in Docebo

User impersonation in Docebo's Learning Management System (LMS) is a powerful feature designed for administrators who need to step into the shoes of another user without requiring their login credentials. This functionality is critical in situations where direct observation or intervention is necessary to either resolve issues or provide precise guidance. By allowing an administrator to mimic the user experience, Docebo provides a hands-on tool for supporting and enhancing the user's learning journey.

The process is straightforward and handled within the Docebo platform, ensuring a seamless experience for admins. When an administrator impersonates a user, they acquire the exact user interface, permissions, and access rights that the user would have. This level of access is invaluable for diagnosing problems from the user’s perspective or verifying the user experience following updates or changes to the learning content.

Furthermore, user impersonation fosters a collaborative environment within Docebo’s LMS. It ensures that administrators can efficiently manage and interact with the system just as learners do, thus promoting a more effective and responsive educational setting. The ability to directly interact with the platform from a user’s viewpoint significantly diminishes the turnaround time for resolving user-specific issues and optimizes the overall management of the course content.

Setting Up User Impersonation

To set up user impersonation in Docebo, administrators must first navigate to the Admin Menu, selecting "Security" and then "User Impersonation." Here, permissions can be allocated specifically to those roles that require the ability to impersonate other users, typically support team members or system administrators. It's vital to restrict this capability to only a few roles to maintain robust security.

The next step involves configuring the specific settings that define how and when user impersonation can be utilized. Administrators can establish rules that may include restricting impersonation to certain scenarios or times of the day, or even limiting the duration that an impersonation session can last. This configuration plays a crucial role in safeguarding user data and ensuring that the impersonation feature is used appropriately and ethically.

Finally, to activate the impersonation feature, administrators must ensure that all settings are correctly saved and communicated to relevant team members. Training sessions or detailed guides should be provided to the designated roles to make them aware of the operation and limitations of the feature. This preparation helps prevent misuse of the feature and promotes an understanding of how user impersonation can serve as a tool for technical support and user experience enhancement without compromising individual privacy or system security.

Security Considerations and Best Practices

One of the paramount security considerations when enabling the User Impersonation Feature in Docebo is the risk of unauthorized access. Given that this tool allows one user to emulate the account of another, it’s crucial to implement stringent access controls. These should include comprehensive verification processes to authenticate a person’s authority to use the feature and logs for tracking and auditing all impersonation activities. This dual layer of defense helps ensure that impersonation cannot be abused by insiders or compromised by external attackers.

To further mitigate risks associated with user impersonation, configuring specific roles and privileges is essential. Access to impersonate should be narrowly defined and restricted to individuals who absolutely require it to perform their job functions, such as support team members addressing user-specific issues. Role-based access controls (RBAC) can be effectively utilized here, wherein only certain roles within the organization are granted impersonation capabilities. This not only minimizes the potential exploitation of this feature but also aligns with the principle of least privilege, reducing the number of possible attack vectors.

Lastly, establishing robust policies around the use of the impersonation feature is critical for maintaining system integrity and user trust. These policies should outline clear guidelines on when and how impersonation can be used, under which circumstances, and who must be notified when it's employed. Regular reviews and updates of these policies, combined with ongoing training for authorized users, will ensure the tool aids in troubleshooting and support without infringing on user privacy or system security.

Practical Applications of User Impersonation in Corporate Training

User impersonation in corporate training environments allows support staff to step directly into the shoes of an employee to troubleshoot or guide through specific training modules. This feature is notably beneficial in real-time assistance scenarios where a learner might be struggling with a particular section or functionality of the training platform. For example, if an employee is unable to progress due to a technical issue or misunderstanding in navigating through a course, a trainer or support team member can impersonate the user to experience the issue first-hand. This immediate intervention not only resolves problems more efficiently but also ensures that the learning process is smooth and uninterrupted.

In terms of offering personalized learning experiences, impersonation can play a crucial role. Trainers or instructional designers can log in as a user to understand better how the learning content appears and functions from the learner's perspective. This can reveal insights into user experience improvements or personalized adjustments that might be needed for different roles within a company. For instance, if a training module is not resonating with users from a certain department, an instructional designer can impersonate these users to see why and make the necessary adjustments to enhance engagement and relevance.

Moreover, in compliance training and assessment, user impersonation helps ensure that all employees meet the organization's required standards without discrepancies. It enables trainers to verify whether all sections of compliance training are perfectly functional and accessible by using the feature to complete training as if they were various users. Checking the training completion process from start to finish can help in identifying any potential misunderstandings or failures to meet compliance criteria, allowing for rapid remediation and ensuring that all personnel are correctly trained and assessed. This verification is particularly critical in industries subject to stringent regulatory standards.


The article explores the user impersonation feature in Docebo's Learning Management System (LMS), highlighting its benefits and providing a guide on how to set it up securely. Key takeaways include the ability of administrators to step into the shoes of users to troubleshoot and provide personalized support, the importance of configuring permissions and settings to ensure security, and the practical applications of user impersonation in corporate training, such as real-time assistance and compliance verification.