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Salesforce Surveys Not Sending via Case Support Settings Even When Enabled

Udgivelsesdato: May 21, 2026
Beskrivelse

Even when Salesforce Surveys is enabled and the Customer Feedback Survey option is checked in Case Support Settings, survey invitation emails may not be sent to case contacts. This article explains why and how to resolve the issue.

Løsning

Root Cause

For Salesforce Surveys to send via Case Support Settings, a Default Community must be configured in Survey Settings. Without this, emails will not be sent.

How to Configure the Default Community

In Lightning Experience:

Gear icon (top right) > Setup > Search "Survey" > Survey Settings > select Default Community for Public Survey Invitations.

 

In Salesforce Classic:

Setup > Customize > Survey > Survey Settings > select Default Community for Public Survey Invitations.

Important Notes

  • If your organization does not use Communities (Experience Cloud), this feature cannot be used.
  • The Related Object Record field for linking cases to surveys in Reports is not yet available.
 
Vidensartikelnummer

000381319

 
Indlæser
Salesforce Help | Article