Description
Case Comments and Chatter Feed in Salesforce serve different purposes when it comes to communication and collaboration within a case or record. Here’s a brief comparison of the two:
| Feature | Chatter Feed | Case Comment |
| Rich Text + Inline Images | Supported | Not Supported |
| File while adding comment | Supported | Not Supported |
| Email Notification | Out of the Box | Customization Required |
| Mention and Internal Chatter Alert/Notification | Supported | Not Supported |
| Data Visibility Control | Less, shows some feeds which may not need to show like Status update, Milestone events etc. | Simple List with Public and Internal Comment visibility |
| Complexity | A bit complex – features comes with price 🙂 | Simple and clean |
| Real-time collaboration with multiple teams | Preferably better | Not bad |
Conclusion
As first choice, we would recommend Chatter Feed unless there is specific need to use Case Comment as below:
- PII data visibility: Chatter Feed may open up some unwanted data to end user, so use Case Comment.
- Messy conversation log at Case detail in community: If you are looking for simple list of communication logs and your use case is simple one to one conversation, then use Case Comment instead.
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