Error 'Insufficient Privileges' when Administrator accesses the Help Portal

Why This Error Occurs

Users with the System Administrator profile have access to the Help Portal. An 'Insufficient Privileges' error most often results from the System Administrator being logged in as another user. The same error can also occur for case collaborators who are not Help Portal Admins when they attempt to access cases they do not own, or for B2C Commerce users who have not selected the correct Tenant Realm.

Resolution for System Administrators

Log out of the other user, and access the Help Portal again.

Please see the following for more information about case visibility on the Salesforce Help Portal:

• A System Administrator set up as Help and Training Admin can see all their organization's cases.
• Administrators currently logged in as another user will receive an Insufficient Privileges error.
• Administrators can log in as themselves and refresh the page to clear the Insufficient Privileges error.
• Case Collaborators who are not Help Portal Admins will see an Insufficient Privileges error when accessing a case they do not own.

Resolution for B2C Commerce Users

If you are a B2C Commerce user and encounter an "Insufficient Privileges" error when trying to view your cases:

1. Navigate to the Select an Org button or the Manage All Orgs page from the Select an Org modal.
2. Select the B2C Commerce Tenant Realm that was used to create the case you want to view or manage.
3. Return to the My Cases page and access the case again.

Once the correct B2C Commerce Tenant Realm is selected, you should be able to access and manage the case without issues.