Salesforce Surveys Not Sending via Case Support Settings Even When Enabled

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.