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Education Cloud: Student portal displays only two advisors when learner has more than two assigned

Publish Date: May 27, 2026
Description

In the Education Cloud Experience Cloud student portal, the My Success Team FlexCard displays a maximum of two advisors even when more than two advisors are assigned to the learner's advising case. No error message or toast notification appears on the front end; the missing advisors are silently excluded.

Root cause: The OmniStudio FlexCard included in the Education Portal site template (EDUStudentSuccessTeamsAssignedToMe, or mpc_EDUStudentSuccessTeamsAssignedToMe in managed package orgs) uses a data mapper that joins Case Team Members against Service Resource and Service Territory records. Advisors who are added as Case Team Members but do not have a corresponding Service Resource record or Service Territory membership are filtered out of the result set and do not appear in the FlexCard.

Affected configuration:

  • Editions: Enterprise, Performance, Unlimited, and Developer editions with Education Cloud
  • Releases: Summer '24 and later
  • Users: Any Experience Cloud user assigned the Education Cloud for Experience Cloud Access permission set license
  • Component: Standard Success Team FlexCard on the EDU Education Portal site template
Prerequisite(s)
  • Education Cloud license provisioned on the org
  • OmniStudio enabled (either managed package or platform-native)
  • Experience Cloud site built on the EDU Education Portal template
  • Affected student User assigned the Education Cloud for Experience Cloud Access permission set license
  • Admin access to Setup, Service Resources, Service Territories, OmniStudio, and Digital Experiences
  • Field Service enabled (required for Service Resource and Service Territory objects to exist)
Resolution

Ensure every advisor assigned to the learner's advising case has both a Service Resource record and Service Territory membership. The advisor does not need to be schedulable — both records simply need to exist for the FlexCard data mapper to return them.

  1. Identify the missing advisors. Open the learner's active advising case. On the Advising tab, in the Success Team (CaseTeamMember) section, list every advisor User assigned to the case and note which ones are not appearing in the portal.
  2. Verify a Service Resource record exists for each missing advisor. In the Lightning app launcher, open the Service Resources tab. Search for the advisor's User name. If no Service Resource record exists, click New and complete the following fields:
    • Name: Advisor's full name
    • Related User (RelatedRecordId): Advisor's User record
    • Resource Type (ResourceType): A (Agent)
    • Active (IsActive): true
    Click Save.
  3. Add the Service Resource to a Service Territory. Open the Service Resource record. In the Service Territories (ServiceTerritoryMember) related list, click New and complete:
    • Service Territory (ServiceTerritoryId): The territory used by your Education Cloud appointment configuration
    • Start Date (EffectiveStartDate): Today's date
    • End Date: Leave blank
    Click Save.
  4. Confirm the advisor is on the learner's case team. On the learner's advising case, open the Success Team related list and confirm the advisor User is listed with the correct Case Team Role.
  5. Validate the FlexCard data source. Navigate to Setup > OmniStudio > FlexCards and open the Success Team FlexCard.
    • Managed package orgs: The FlexCard is named mpc_EDUStudentSuccessTeamsAssignedToMe and is read-only. You must clone it to a new name before editing. Open the cloned version for validation.
    • Unmanaged orgs: Open EDUStudentSuccessTeamsAssignedToMe directly.
    Click the Data Source tab and click Fetch to confirm all advisors now appear. If the FlexCard uses a custom Integration Procedure, open it in OmniStudio and confirm it is set to Active.
  6. Confirm the fix. Log in as the affected student User by navigating to their Person Account record and clicking Login to Experience as User. Open the portal Home page, scroll to the My Success Team component, and verify all assigned advisors are displayed.

If the issue only occurs after a sandbox refresh: The FlexCard component cache may be stale. Navigate to Setup > Digital Experiences > All Sites, open the Education Portal site, click Builder, and republish the site.

Knowledge Article Number

005385233

 
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Salesforce Help | Article