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Guest Users Cannot Create Cases From Their Salesforce Experience Cloud Sites

게시 일자: Feb 13, 2025
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There were some platform changes in the Spring '16 release that resulted in additional Field Level Security validations. These changes impact Case access for the Guest User profile, specifically for the Web-to-Case form associated with the standard Contact Support button in Experience Cloud Sites. 

Organizations may find that submissions by these guests are not resulting in Case records.

솔루션


Field-level security for the 'Web' fields needs to be updated for the Guest User profile for unauthenticated users to submit Cases from within the Experience Cloud Sites.

In Lightning Experience

  1. Click the gear icon, then Setup.
  2. Go to Feature Settings | Digital Experiences | All Sites | Workspaces
  3. View the guest profile for the affected site
In Community Management: Manage | Community Management | Go to Force.com | Public Access Settings
In Experience Workspaces: Workspaces | Administration | Pages | Go to Force.com | Public Access Settings
 
  1. Scroll down to Field-Level Security.
  2. Click the [View] link next to Case.
  3. Click Edit on the next screen.
  4. Enable Edit Access for the following 4 Web fields:
  • Web Company
  • Web Email
  • Web Name
  • Web Phone
  1. Save changes.



In Salesforce Classic

  1. Go to Setup | Customize | Digital Experiences | All Sites | Workspaces
  2. View the guest profile for the affected site
In Community Management: Manage | Community Management | Go to Force.com | Public Access Settings
In Experience Workspaces: Workspaces | Administration | Pages | Go to Force.com | Public Access Settings
 
  1. Scroll down to Field-Level Security.
  2. Click the [View] link next to Case.
  3. Click Edit on the next screen.
  4. Set the following 'Web' fields to Edit Access and save the changes.
  • Web Company
  • Web Email
  • Web Name
  • Web Phone
  1. Save changes.


Once this has been done, Cases should be created without issue.

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