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Sorry, an error occurred Landing Page error

Symptoms

When selecting an initial rating or clicking "Take our Survey" within a survey email, the Landing Page loads with the following error message, "Sorry, an error occurred."

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The response is also not recorded in Salesforce.

Solutions

Simple Survey captures feedback data related to standard objects and fields, such as Account, Case, Contact, and User records, or other custom object relationships.

In most instances, the "Sorry, an error occurred." error message is caused by the Simple Survey Site Guest User (the creator of Survey records) lacking sufficient access to records associated with the Survey response.

To address this issue, please select the recommended "Default Sharing and Security" option under Sharing and Security.


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Optional - Custom Sharing and Security (Manual Setup Required):

While selecting "Default Sharing and Security" solves for this issue, organizations may want to define their own sharing rules for Simple Survey.
 
Sharing Rules represent the exceptions to your Organization-Wide Default (OWD) settings. If you have OWD settings of Private or a particular Object set to private, you can define rules that give additional users access to records they do not own. 

For Simple Survey users, Sharing Rules would be required on the Case, Account, User, and any other custom objects tied to the Survey response.


Step 1: Set Up a Public Group for Simple Survey
  1. Navigate to Setup | Users | Public Groups
  2. Click New and set the Label to "Simple Survey"
  3. Ensure the "Grant Access Using Hierarchies" check box is left checked.
  4. Select Users from the Search menu
  5. Add the Simple Survey Site Guest User as a Selected Member, and click Save

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Step 2: Create the Sharing Rules
  1. Navigate to Setup | Security | Sharing Settings
  2. Scroll down to Account Sharing Rules and click "New"
  3. Set the Label as "Share with Site Guest User
  4. Select the Rule Type "Based on record owner"
  5. Select the Public Group "All Internal Users"
  6. Select the Public Group you created for the Simple Survey Site Guest User
  7. Give Read Only access for Default Account, Contract and Asset Access, leave Opportunity Access Private and grant Read Only access to Case.

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Ensure the OWD for the Contact object is set to Controlled by Parent. From there, access to the Contact will be determined by access to the Account.

Additional Sharing Rules may be needed if survey records are associated with other / custom objects (e.g. Project, Asset, etc.).

If you're continuing to encounter the Landing Page error message after following the instructions outlined above, try creating individual Sharing Rules for any object tied to Surveys (e.g. Case, Account, Opportunity, Project, etc.).

Please note, instructions on configuring custom sharing rules are provided as-is. Internet Creations support is unable to provide assistance with the configuration of custom sharing rules. If selecting the recommended "Default Sharing and Security " option resolves the error, the issue will be considered resolved.

Further customization can be performed by your Salesforce Administrator, Consulting Partner, or Internet Creations on a professional services basis. If interested, please send an email to simplesurvey@internetcreations.com.

Status

Additional Information

While mostly encountered due to the Sharing and Security configuration, the "Sorry, an error occurred" error is used for all issues encountered with survey submission.

If the "Default Sharing and Security" option is selected and you continue to encounter a "Sorry, an error occurred" error message, please open a case with Internet Creations support for further troubleshooting assistance.

Support

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