Most teams want agents to add Case Comments quickly from the Case page without leaving the Service Console. You do that by adding the Case Comment action to the page and confirming the related list is present. This setup is done in Setup by an admin, not in the API.
- Open the Case page layout or Lightning record page
In Setup, go to Object Manager, choose Case, then open Page Layouts for the classic layout or the Lightning Record Pages section for the Lightning experience. You will add the comment surface here.
- Add the Case Comments related list
On the page layout, drag the Case Comments related list onto the layout so agents can read existing comments in context. On a Lightning record page, this appears through the Related List component.
- Expose the New Comment action
Add the standard New Case Comment quick action (or a custom one) to the Salesforce Mobile and Lightning Experience Actions section, so the action shows in the highlights panel and the Case feed publisher.
- Set the default visibility and save
Decide whether new comments should default to private, and use the layout or a validation rule to enforce it. Save the layout, then open a test Case to confirm an agent can add and read a comment.
Shows existing comments on the Case so agents have the full history before they reply.
The button agents click to add a comment; can be the standard action or a custom action with a tailored layout.
Controls whether a new comment starts as customer-facing; default it to private to avoid accidental exposure.
The feed-based composer in the Service Console where the comment action can live alongside email and log-a-call.
- Published case comments can be sent to the contact in notification emails, so review the Case email templates before turning publishing on.
- A FeedComment cannot be edited once posted; agents must delete and re-post, which can break the flow of a thread.
- Deleting a Case deletes its CaseComments, so confirm your retention and archival policy before any bulk Case cleanup.