Set Up Web-to-Case for Guest Users in an Experience Builder Site

When you set up Web-to-Case along with a case quick action, guest users can create a case without having to log in.

To let guest users create cases, first create a case page layout for unauthenticated users. This allows you to capture and create basic information that would already be associated with a registered user.

Tip Assign case field-level security and guest user actions appropriately so guest users have access to what they need but can’t see your company private information. We always recommend that you authenticate users who are creating or interacting with records.

1. From Setup, enter Web-to-Case in the Quick Find box, then select Web-to-Case.
2. Select Enable Web-to-Case.
3. To ensure that guest users can log cases through contact support, from Setup, enter Digital Experiences in the Quick Find box, then select All Sites.
4. Select Builder next to the site you want to edit.
5. Drag the Create Case Form component on any page.
6. Configure the component properties.

Important When guest users create cases using Web-to-Case, the case owner field is set as the site guest user. Set up an assignment rule, trigger, process, or flow to automatically change the record owner to a user or queue within your org. If the site guest user remains the case owner, anyone who has guest access to your site can see the record in question.