Hello,
I am currently creating a customer community and looking for a way for an internal employee to update a customer on their case. I do not want to expose the case chatter feed as that could lead to more issues. I noticed there was this option called "case comments" that I can add as a related list to a case.
If one of our employees were to create a new case comment on a portal users case and sets that comment to "public." Can someone confirm it is only the portal user who's contact is on the case who can see this comment?
Basically I do not want any other portal user seeing comments on a case that does not belong to them.
Many thanks,
Naomi
#Experience Cloud #ServiceCoud #Service Cloud #Experience Site #Customer Portal #Customer Portal Users #Case Comment
Michael Brown (Salesforce) 
Forum Ambassador
Hi Naomi, that is correct. When a case comment is made public, that comment is visible in the portal, whereas unchecking that box only makes it internal for internal users. Case Comment security is inherited from Cases, so as long as your portal users can't see each others' case, they won't see each other's case comments. You can use a private sharing model, or sharing sets to lock down cases, though so that you can only see the cases that you own, or only those affiliated with your account/contact record.
