Case Comments in Salesforce are a fundamental feature within Service and Support Applications that enable users to add notes, updates, and additional information to case records. They serve as a communication and documentation tool that helps track the history and progress of customer service inter…Case Comments in Salesforce are a fundamental feature within Service and Support Applications that enable users to add notes, updates, and additional information to case records. They serve as a communication and documentation tool that helps track the history and progress of customer service interactions.
Case Comments allow support agents, managers, and other users to record important details about a case throughout its lifecycle. Each comment is timestamped and attributed to the user who created it, providing a clear audit trail of all activities and communications related to the case.
There are two types of Case Comments: public and private. Public comments can be shared with customers through customer portals or communities, allowing for transparent communication. Private comments remain internal and are only visible to Salesforce users with appropriate permissions, making them ideal for internal notes and sensitive information.
Administrators can configure Case Comments settings through Setup. Key configuration options include enabling the ability to publish comments to portals, setting up email notifications when comments are added, and controlling which users can create, edit, or delete comments through field-level security and profiles.
Case Comments integrate with other Salesforce features such as email-to-case functionality, where incoming customer emails can automatically generate comments on associated cases. This ensures all customer correspondence is captured in one centralized location.
From a reporting perspective, Case Comments can be included in case reports, helping managers analyze communication patterns and service quality. However, Case Comments have some limitations compared to Chatter feed tracking, such as limited formatting options and less robust collaboration features.
For administrators, understanding Case Comments is essential for configuring effective customer service processes, ensuring proper documentation practices, and maintaining compliance with organizational record-keeping requirements. Proper setup of Case Comments helps support teams deliver consistent, well-documented customer service experiences.
Case Comments in Salesforce: A Complete Guide
What Are Case Comments?
Case Comments are notes or updates that can be added to a Case record in Salesforce to document interactions, progress, and important information related to customer service issues. They serve as a communication log between support agents, customers, and internal teams.
Why Are Case Comments Important?
Case Comments are essential for several reasons:
1. Documentation: They create a complete history of all interactions and actions taken on a case, ensuring accountability and transparency.
2. Collaboration: Multiple agents can contribute to resolving a case by adding their observations and updates.
3. Customer Communication: Public comments can be shared with customers through Customer Community or email, keeping them informed about case progress.
4. Compliance: They provide an audit trail for regulatory requirements and quality assurance purposes.
How Case Comments Work
Case Comments have two visibility settings:
• Public Comments: Visible to customers through portals, communities, or email notifications. Useful for external communication.
• Private Comments: Only visible to internal users. Used for internal notes and discussions not meant for customer viewing.
Key Features:
• Comments are displayed in chronological order on the Case record • Users can edit or delete their own comments (with appropriate permissions) • Email notifications can be triggered when comments are added • Comments can be made public or private using a checkbox • They appear in the Case Comments related list on the Case page layout
Enabling Case Comments for Customers
To allow customers to view and add comments:
1. Enable the "Enable Case Comment Notification to Contacts" setting 2. Configure email templates for case comment notifications 3. Add the Case Comments related list to Experience Cloud page layouts 4. Set up sharing rules appropriately
Exam Tips: Answering Questions on Case Comments
Tip 1: Remember that the "Public" checkbox determines customer visibility. If a comment should be visible to customers, it must be marked as Public.
Tip 2: Know the difference between Case Comments and Chatter on Cases. Case Comments are the traditional method with public/private options, while Chatter provides real-time collaboration features.
Tip 3: Understand that Case Comments require the Case Comments related list to be added to page layouts for visibility.
Tip 4: Be aware that email notifications for case comments are separate from case assignment notifications and must be configured independently.
Tip 5: Questions may test your knowledge of who can see what. Internal users see all comments; customers only see public comments.
Tip 6: Remember that Case Comments are different from Email-to-Case messages. Email-to-Case creates email message records, not case comments.
Tip 7: Know that Quick Actions can be created to streamline the process of adding case comments from the Case record.
Tip 8: When a question mentions customer portals or communities and case updates, think about public case comments as the solution for customer-visible notes.
Common Exam Scenarios:
• A company wants internal notes on cases that customers cannot see = Use Private Case Comments • A company wants to notify customers of case updates = Use Public Case Comments with email notifications enabled • Agents need to collaborate on cases internally = Private Case Comments or Chatter • Tracking all communication history on a case = Case Comments provide the audit trail