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Users are unable to access Account Hierarchy in Lightning Experience

Publish Date: Oct 13, 2022
Description
When a user accesses Account Hierarchy in Lightning Experience, they receive the following message:

"Can't display account hierarchy. Please ask your system administrator to add Account Hierarchy Columns."

This occurs when the Account Hierarchy in Lightning Experience is not setup correctly or the affected user does not have access to the Org_Account_Hierarchy list view.

 
Resolution
Important: Make sure that you have setup Account Hierarchy in Lightning Experience. Check Set Up Account Hierarchy in Lightning Experience.

If you have followed the proper steps to setup and configure Account Hierarchy and the users are still receiving the error message, verify they have access to the auto generated list view after customizing the hierarchy columns. 

When you set up 'Hierarchy Columns', it creates a new list view named 'Org_Account_Hierarchy'. Ensure that your users have access to this list view by doing the following:
  1. Navigate to Accounts from the App Launcher
  2. Select Org_Account_Hierarchy on the List View selection
  3. Click on the List View Controls menu
  4. Go to Sharing Settings
  5. Add the specific user you want to share the list view under the selection 'Share list view with groups of users' or you may choose 'All users can see this list view' to make the list view public
  6. Click Save. 



Notes:
Knowledge Article Number

000388736

 
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