Salesforce Lightning

For role settings click on the ‘App Launcher icon and you will be redirected to the All Item screen. Now click on ‘Customer Portal Roles’.

Now for adding a new role, click on “New”.


Fill in the required details and click on the “Save” button to add a new role.


Role Name: Insert the role name.  


Relationship Type: There are two types of relationships 1) Contact-Based Relationship and 2) Account-Based Relationship. Portal will run on any of these relationships which is selected at the CRM side.


Description: Set the description for the better understanding. 


Owner: In this field you see the owner.  


Is Primary?: Checkmark this option to make this role default for the new users. 

Note: By default, there will be one primary role defined which is assigned to newly created user, you can define any role as “Primary Role”.


Once the role is added, open the role and assign contact to that role by clicking on “New”.


To manage module access for a particular role, navigate to Role detail page -> Object Access Tab.


Note: You can also edit the Default Role of the Customer Portal Role.


Object Access Setting


By clicking on the ‘Object Access’, Object Access Setting will appear.


The standard (default) and custom objects that are enabled in the ‘Object Configuration’ will directly reflect in the Object Access Setting.


From here, enable the Objects by checking the Access option and assign the rights to Create/Edit/Delete as per requirement.




If the relationship type is selected as Contact-Based then the Contact relationship is visible on the object access page.


If Relationship Type is selected as Account-Based, then two relationship fields will be visible in the Object Access section. One for the Contact and other for the Account.


Based on the relationship type of the role, the portal users can access data accordingly. In an account-based portal, users can access their own data and their account-related data.


Enable Product Selection


To enable the Product selection, you must have enabled that object. Once you enable the access, you can enable the ‘Product’ for that object.


You can also enable the ‘Product’ if you want to provide product selection while adding records in the customer portal.


You can also edit the access rights for the custom object if any.


Enable Sub Panel


You can enable the sub-panel in the Edit/Detail pages of any object. To enable the Sub Panel of any object, check the Enable Sub Panel options.


By enabling the Sub Panel for any Object, all the data will be shown in the subpanel which is having a relationship with the current page of the object.


The portal users will get the listing in the sub-panel of the Object having a relationship with the contact The portal users will have Add, Edit, and Delete rights as you have enabled the rights for the object.


Select Sub Panel 


Users can simply select the sub-panel checkbox in the Object Access page. After that select the sub panel name in the sub-panel dropdown with a checkbox in the Object Access page.


Admins can also select the multiple sub-panels from the dropdown menu to display in the portal front. After selecting the subpanel access for a specific object, Save the object access data and need to re-login into the portal for reflecting changes into the portal.


Note: Notes, Attachments, and Knowledge Articles will not have Sub Panel access.


After configuring the Object Access click on the “Save” button.


If you have enabled the new Object and enabled the access rights, you will be notified to set the Layout for a newly added Object by saving the setting.


Enable Case Deflection


To enable the ‘Case Deflection’, click on Role Settings.


Check the box under the Case Deflection title to enable it. And then click on Submit to save the setting.


Note: Case deflection will only work if the solutions and cases module is enabled.


Assign Role to Contact:


Steps to Set fields in contact layout: Go to Setup -> Object manager -> Contact object -> Page layout -> Contact layout -> Drag and drop (Enable Customer Portal, Username and Customer Portal Role).


Note: Here, you do not need drag and drop the ‘Password’ field for the security purpose. The password generation link button is provided separately in the contact details.


For assigning roles to a specific contact, navigate to the list view, and select any contact.


Fill out information i.e. Username, Portal Role, and Enable Portal and click on save.


You can generate a password link by clicking on the “Send Generate Password Link” button and it will directly send mail with set password link. From that link, you can generate a new password.


Note: If you are unable to see “Send Generate Password Link” button, then navigate to Setup -> Object Manager -> Contact object -> Page Layout -> Contact Layout -> Buttons -> Drag and drop “Send Generate Password Link” button to custom buttons.


Last Login Details


Admin can view the last login details of the contact by opening it in the “Edit” Mode.On the contact details page you will get the “Last Login Date” field.