Maintain Business Continuity with the Customizable Service Not Available Page (Generally Available)

We strive to always maintain the continuity of your site, but we’ve also got you covered on the rare occasion that your site’s down. Even if your site is unavailable, you can still keep in touch with customers, maintain brand continuity, and create cases. Use the Service Not Available page in Experience Builder to configure a message and image that fits your brand. Include Email-to-Case directly from the Service Not Available page to continue to receive cases from customers. The Service Not Available page is displayed to customers when your site is unavailable, but doesn’t change the experience of your customers when the site is available.

Where: This change applies to Aura and LWR sites accessed through Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions.

Who: This feature is available for sites that have enabled the standard content delivery network (CDN) system and are using the following templates: Build Your Own (LWR), B2C (LWR), Partner Central, B2B Commerce, Customer Service, Build Your Own, Help Center, and Customer Account Portal.

How: Use the HTML Editor component in Experience Builder to customize the Site Not Available page. You can add a Rich Content Editor component to the page to add your own text and images. You can include Email-to-Case, to let users create cases when the site is down. Alternatively, you can include Email-to packages from AppExchange to have customers create records for other objects while your site is unavailable. The Service Not Available page isn’t enabled for sites that are already using a custom static resource. Go to Experience Builder | Administration | Pages and select Use the auto-generated Service Not Available page in Experience Builder to switch to the Experience Builder Service Not Available page from a custom static resource. If you’re using both Experience Builder and Visualforce sites, you can display the same Service Not Available page in both places. After you save your customized Experience Builder Service Not Available page, you can add it to your Visualforce site as a static resource.