---
schema_version: "1"
id: 0b29d3d08b9311b7fb52bf44b2aa8fce598175ff615b3d852c63ff75f8b5586e
title: Post on Cases and Experience Cloud Site Questions with the Experience Action in the Case Feed
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/case_interaction_portal_post.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.case_interaction_portal_post.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 06c1bdec36eff0b5d532f0f24d5c93f438cf7473b5daefa22898d2a065323028
description: The Experience action in the case feed is your default option for responding to customers on cases that originated from an Experience Cloud site or customer portal.
products:
  - Service Cloud
release: "264"
---
# Post on Cases and Experience Cloud Site Questions with the Experience Action in the Case Feed

The Experience action in the case feed is your default option for responding to customers on cases that originated from an Experience Cloud site or customer portal.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d68856e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d68856e55 ">To create case posts in customer portals or Experience Cloud sites:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d68856e55 ">Edit on cases</td>

          </tr>
        </tbody>
      </table>

To post on cases in a customer portal or Experience Cloud site:

1. Click **Answer Customer** on the Case Feed page.
2. Click ![Answer Customer menu button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/select_widget.png) and select **Community**.
    
    Depending on how your administrator has set up Case Feed, you’re able to click **Experience** without first having to click **Answer Customer**.
3. Enter the message to the customer.
    
    ![Community action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/ccf_community_action.png)
4. If you're working on a case that was escalated from a question in Chatter Questions or Chatter Answers, choose who you want your post to be visible to:
    - Select **Customer Only** to post your answer as a private reply, or **Everyone** to post it as a public reply.
    - Select **Customer Case** to make a post visible to all internal and external users with access to the case, or **Community Question** to post a public answer on the site user’s question. If you select **Customer Case** and your Salesforce administrator has enabled the site case feed, you create a Chatter post instead of a case comment.
        
        ![Community question](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/ccf_community_action_question.png)
5. Optionally, select Send Email to send a message to the customer letting them know that a reply to their question has been posted to the case.
    
    This option is only available if your administrator has enabled it, and if the customer you're replying to is associated with the case and has a valid email address. If your organization uses the site case feed and email notifications for Chatter case posts are enabled, users are automatically notified by email about public posts on their cases and this option doesn’t appear.
6. Optionally, attach a Knowledge article to the post.
7. Click the button to publish your post.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note If the site case feed is enabled in your organization, you can change the visibility of case posts after they are published.