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|
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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