Before You Begin
Verify you have admin access to the CRM system
Confirm the issue is isolated to the Accounts module (other modules like Leads and Intake Opportunities work normally)
Test that accounts appear when impersonating the affected user
Initial Troubleshooting Steps
Before investigating field configurations, try these basic troubleshooting steps:
Have the user log out and log back in
Clear browser cache and cookies
Test in an incognito/private browser window
Verify list view filters are not applied
Confirm the list view is shared with "All Users."
If these steps don't resolve the issue, proceed to check field configurations.
Check Treatment Program Field Configuration
The most common cause of this issue is the Treatment Program field being configured at the Account level instead of the Intake Opportunity level.
Navigate to Settings > Module Manager
Select the Accounts module
Review custom fields, particularly the Treatment Program field
Check if the Treatment Program is configured at the Account level
If yes, determine if this field should be moved to the Intake Opportunity level instead
Resolve Field Configuration Issue
If the Treatment Program field is incorrectly placed at the Account level:
Consult with the customer about their business requirements
Ask: "Do you need the Treatment Program field at the Account level, or should it be at the Intake Opportunity level?"
If it should be moved to the Intake Opportunity level, relocate the field configuration
If it must remain at the Account level, adjust the field configuration to prevent visibility issues
Verification
After making configuration changes:
Have the affected user log out completely
User should log back in using their direct credentials (not impersonation)
Navigate to the Accounts tab
Verify that accounts now display normally in the list view
Expected Result
The user should now see the same account data when logging in directly as they would when being impersonated by an admin. There should be no difference in record visibility between direct authentication and impersonation.
Additional Troubleshooting
If the issue persists after adjusting field configurations:
Check for other custom fields that might be causing similar conflicts
Verify user role permissions are correctly configured
Review any custom workflows or field dependencies
Consider creating a duplicate user role for testing purposes