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Experience Cloud: 'Community' Quick Action Does Not Appear in Case Layouts Even When Digital Experiences Are Enabled

Date de publication: Jul 7, 2026
Description

Why This Issue Occurs

After enabling Digital Experiences in your Salesforce org and enabling "Enable Case Feed Actions and Feed Items" in Support Settings, the "Community" quick action (used to post case comments to an Experience Cloud site) may still not appear when editing feed-based Case page layouts.
This typically occurs when the org does not have a partner portal or self-service portal enabled, and the "Enable Question-to-Case in Salesforce" setting in Support Settings has not been turned on.

Résolution

Steps for Salesforce Classic

  1. Navigate to Setup > Customize > Cases > Support Settings.
  2. Click Edit.
  3. Select Enable Question-to-Case in Salesforce.
  4. Click Save.
  5. Navigate to the Case object's Page Layouts.
  6. Click Edit on the Case layout.
  7. Click on Quick Actions on the palette.
  8. Drag and drop the "Community" quick action to your Case page layout.
  9. Click Save.

Steps for Lightning Experience

  1. Navigate to Setup > Feature Settings > Service > Support Settings.
  2. Click on Edit.
  3. Select Enable Question-to-Case in Salesforce.
  4. Click on Save.
  5. Go to Object Manager tab.
  6. Click on Case.
  7. In the left-hand pane, click Case Page Layouts.
  8. Click on the Case page layout name.
  9. Click on Quick Actions on the palette.
  10. Drag and drop the "Community" quick action to your Case page layout.
  11. Click on Save.

 

Numéro d’article de la base de connaissances

000383586

 
Chargement
Salesforce Help | Article