Definition
A Comment in Salesforce refers to a text note added to a record, such as a Case Comment on a Case record, a Feed Comment on a Chatter post, or a comment on an Idea or Knowledge article. Comments allow users to add context, updates, or additional information to records and collaborate with teammates or customers around specific issues.
Real-World Example
When a business analyst at Clearwater Inc. needs to streamline operations, they turn to Comment to improve how the organization tracks relationships and interactions. By setting up Comment properly, the team gains better visibility into their customer base, which leads to more informed decisions and stronger customer relationships across the board.
Why Comment Matters
Comment is a generic term in Salesforce for several different types of notes attached to records. The most common are Case Comments (notes added directly to a Case to record progress or share information with customers), Feed Comments (replies to Chatter posts that continue a conversation), Knowledge article comments (feedback on Knowledge content), and Idea comments (discussion on submitted Ideas). Each type has its own object and behavior, but they share the basic concept of adding text-based notes to a record.
The right comment type depends on the context. Case Comments are tied to a specific Case and visible to anyone viewing the case, including potentially the customer if marked as public. Feed Comments are part of Chatter and appear threaded under their parent post. Comments are often the primary way teams collaborate around a record, capturing the context and decisions that wouldn't fit in a structured field. Good comment hygiene matters: comments are searchable and reportable, but only if they're written clearly and consistently.
How Organizations Use Comment
- •Clearwater Inc. — Trains their support agents to add a Case Comment after every customer interaction summarizing what happened and what's next. Comments build a complete case history that any agent can pick up on later.
- •NovaScale — Uses Feed Comments on Chatter posts as the primary way teams discuss specific records. Comments stay attached to the record forever, unlike emails which get lost in inboxes.
- •Wanderlust Travel — Marks specific Case Comments as public so they appear in the customer-facing portal. Internal comments stay private, while public ones share status updates with the customer automatically.