3 risposte
Case Comments - object description here (https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_casecomment.htm).
If you have communities enabled your support agents can create case comments. The CommentBody has a maximum length of 4,000 bytes. It's available through the "Answer Customer" standard publisher in the Case feed, like this:
Case Comments show up in the feed, but there's no feed filter for them. They also show up in the Case Comments related list in the details page.
Case Comments default to public, but after you create them you can make them private, so that only your service reps will see them, not customers. If you plan to do this, be sure to disable case comment notification. You can also use the "details" page to create a case comment and have it be private from the start, like this:
Case Notes are just Chatter feed items by another name. Object description here (https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_casefeed.htm). Chatter entries (aka Case Notes) can have 5000 characters, so it's not much bigger, but it has the native ability to attach a file or post a link, and in my opinion, is generally superior to Case Comments.
When you enter a Case Note via this publisher:
you can choose whether to publish the chatter feed item to your community users or not. (My company name is "n/a" in this org.)
Case Notes show up in the feed filters as "Case Notes:"
Chatter Comments: in the case feed, Case Notes are Chatter Comments, so these are the same thing.
Hope this helps,
Brian