Use rich text in case comments to gain deeper, data-driven insights. While images and
videos are not supported, elements such as bold and italic are incorporated into insights to
enhance your understanding of customer feedback.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited,
and Developer Editions with Data 360 enabled and
the Customer Signals Intelligence add-on |
| User Permissions Needed |
| To enable rich text comments: |
Customize Application |
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From Quick Find, enter and open Support Settings.
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Edit the settings and select Rich Text for Case Comments.
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From Data 360, refresh the data stream and case comments data stream associated with your
org.
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Run the case transformer associated with your org.
Case comments added after rich text is enabled can use rich text formatting, and these
comments are recognized in the generated insights. When AI services are turned on to generate
insights, the LLM doesn’t process images and videos, but the text improvements influence
sentiment score and are prioritized.
