Hi Lightning Now group,
Seeking to get some assistance with an issue with Case Comment in Lightning.
In the classic Service Cloud Console - we had the 'internal comments' standard field available, and used with an custom 'update case' quick action. This allows the support agent to add a comment when updating the case altogether. See screenshot here:
https://www.screencast.com/t/IO6nMhAw
In Summer 17' - the 'internal comments' field is missing for some reason. See screenshot here:
https://www.screencast.com/t/jRxPhNqkGv
There is a new quick action - 'Case Comments' (https://releasenotes.docs.salesforce.com/en-us/summer17/release-notes/rn_cases_case_comments.htm) though, but this doesn't allow us to customize the Comments as add them within other Quick Actions, such as 'Update Case'.
Am I missing anything here?
Thank you.
Thanks for the answer and workaround.
We are still debating around making a switch to Lightning console once Summer 17' goes into production.
Except this minor 'case comments' issue, we are mainly concerned with the lack of the Default Email Template support, as we rely heavily on that to distinct different scenarios according the case type (Enterprise, Consumers, etc.).
To add to that the partial classic Email Templates support, along with missing Macros and Quick Text (and also visual notifications in the console), and also lack of VF Email Templates, takes us further rather then closer to making a switch.
I guess we'll have to sit patient waiting for Spring 18'.
Thanks again for your time here.
