Insert images and other media and use a range of formatting options when you add content to the body of a case comment. Mark comments as public or private as needed and use @ mentions to tag people and groups in comments.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view case comments: | Read on cases |
| To add case comments and make case comments public: | Edit or Create on cases |
| To edit or delete case comments added by other users: | Modify All on cases |
| To edit, delete, or make public your case comments: | Edit Case Comments |
This feature is available only in Lightning Experience. If you enable this feature in Lightning Experience and you switch to Salesforce Classic, comments you add in Salesforce Classic aren’t available in Lightning Experience.
After you turn on rich text for case comments, existing plain-text comments are automatically converted and displayed as rich text. You see all previous and new comments in the rich text without manual migration.
When you view a case record, case comments automatically appear in the Case Feed. When you turn on rich text for case comments and open a case with many comments, case record loading can be slow. To prevent delays, case records now load before case comments. To view the comments, you can load them manually by clicking on case comments from related lists.
- From Setup, enter Support Settings in the Quick Find box, and then select Support Settings.
- Click Edit.
- Select Rich Text for Case Comments.
- Save your settings.