---
schema_version: "1"
id: d95ee4928da89d2495d2d7073df424780dd307efdd72aa068a8e6db3ec06dfc5
title: Enable Rich Text Format for Case Comments
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/task_enable_rtf.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.task_enable_rtf.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0e90fc6c669862bfe45b9e13405a34528fd49cf208a9ac77ddf6d212b5344e93
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Enable Rich Text Format for Case Comments

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

<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;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong class="uicontrol">Enterprise</strong>, <strong class="uicontrol">Unlimited</strong>, and&nbsp;<strong class="uicontrol">Developer</strong>&nbsp;Editions with <span>Data 360</span> enabled and the Customer Signals Intelligence add-on</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="d4009e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4009e74 ">To enable rich text comments:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4009e74 ">Customize Application</td>

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

1. From Quick Find, enter and open Support Settings.
2. Edit the settings and select Rich Text for Case Comments.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png)
    
    Note After you turn on rich text comments, you can’t turn it off.
3. From Data 360, refresh the data stream and case comments data stream associated with your org.
4. 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.