Comments are mostly captured during operational work; the configuration touchpoints are the publish-status defaults, mention permissions, and reporting setup.
- Decide CaseComment IsPublished defaults
For inbound Email-to-Case, decide whether responses default to Public or Private. Most service orgs default Public to keep customer-facing communication transparent.
- Add Comment-related lists to Lightning record pages
Drop the CaseComment related list (or the Activity Feed) on Case Lightning pages so agents see comments inline.
- Train agents on public vs private comments
The single most important Case-quality training topic: when to publish and when to keep private. Sensitive information published accidentally produces compliance findings.
- Build Comment activity reports
Report on CaseComment.CreatedBy and CreatedDate to measure agent activity, response time, and comment-quality patterns.
- Plan archival for high-volume orgs
Comments accumulate; archival policy keeps storage predictable. Decide based on regulatory requirements and storage cost trade-offs.
- CaseComment.IsPublished accidentally set to true on sensitive comments leaks data through Email-to-Case or Experience Cloud surfaces.
- Free-form comment text resists structured reporting. Use structured fields for anything metric-bearing.
- Comments accumulate. Plan archival for high-volume orgs; storage grows predictably with case volume.
- Different Comment objects (CaseComment vs FeedComment) have different fields and behaviour. Pick the right one per use case.