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Error 'Looks like there's a problem' when you click View or Comment link from email

Publiseringsdato: Oct 13, 2022
Beskrivelse
When you respond to a case from a site user, it sends an email with a "View/Comment" button. However, when the user clicks on the button it results in an error, "Looks like there's a problem. This record isn't supported. See your administrator for help."

This only seems to happen in sites built with a Build Your Own Lightning template. Sites built with a Salesforce Classic template are not impacted.

To post on cases in a site:
 
1. Login to site as a Site User
2. Navigate to the Cases tab
3. Create a New Case
4. Login to Salesforce as Internal Salesforce user
5. Click to open the case created in Step 2
6. Navigate to the case feed and post a question/comment @mentioning the Site User Contact
7. Optionally, select Send Email to send a message to the customer letting them know that a reply to their question has been posted to the case

NOTE: This option is only available if your administrator has enabled it, and if the customer you’re replying to is associated with the case and has a valid email address. If your organization uses the site case feed and email notifications for Chatter case posts are enabled, users are automatically notified by email about public posts on their cases and this option doesn’t appear
 
8. Click on the View/Comment button in the email
9. Window pops up with the below error message
 
"Looks like there's a problem. This record isn't supported. See your administrator for help."
Løsning
The issue occurs when feed detail page has not been defined in the site, and typically happens when the site was built with the 'Build Your Own' template. Create a feed detail page by following the below steps and it should resolve the issue.
 
a) Navigate to Setup
b) Type in All Sites in the Quick Find search
c) Navigate to Builder of the affected site 
d) Create a New Page >> Select (Standard) >>Select Feed Detail. 
c) Save
Knowledge-artikkelnummer

000383629

 
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Salesforce Help | Article