Hi Everyone
We want our customer to response on cases as 'Post a chatter' (Not As comment) so whenever customer response to us or add a comment (via email or experience site) it is visible as Post on case record page in chatter feed
but sometimes (very rare) customer's response/reply captured as Comment instead of as Post in Salesforce case record page. Please check screenshot.
We are expecting customer's comment/response should be visible as Chatter Post. customer cannot comment on our latest comment.
how can i fix it or what is the root cause.
https://app.screencast.com/uYCzBwI4Rigo0
https://app.screencast.com/l3186nT24M28G
@Service Cloud Users@* Sales Cloud - Best Practices *@Trailblazer Community Cove@* Salesforce Platform *
Thanks for the support,
I figured it out by myself it is different but posting here because i thought it might be helpful to you or someone.
So in my case Comment Box was hidden by CSS code(.slds-feed__item-comments {display:none !important}
.slds-post__footer {display:none !important}
) from Desktop web but code was not added on Mobile and Tab web browser hence our customer was able to see comment box in his phone and did reply.
I hope you understood now.
Thank you.
