Completely agree with you Andrea, this is a feature that I think you will see this year and we are using SFDC as an example for a good execution of this.
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Allow admins to "view as" a specific user
In SFDC, Admins can view the tool as if they were logged in as any specific user (without getting their credentials). This allows the admin the ability to see what the user sees without having to get their credentials or be in a live sharing session with them. This would allow trouble-shooting for admins.
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