Problem Description

Salesforce users/customers have an issue with Case Comments(Internal comments) as it shows up for all users.

Challenges to User/Developer:

Case Comments in Case Object Without The Public Checkbox in Salesforce A workaround is to create a custom object which replicates the behavior of the standard Case Comments object.

Solution :

I think it would extremely beneficial to have the ability to customize the Case Comment object. I’d like to add fields to the object so I can track time spent investigating an issue each time a comment is added by a Support Engineer on my team. I’d also like to track where he or she obtained the posted information. In conjunction with this, I’d like the option of editing page layouts for Case Comments (so I could, for example, make certain fields required). I’d also like the ability to trigger workflow when a Case Comment is created, and possibly edit Case fields as a Workflow action.

Technical Solution :

The Case Comment related object can be replicated by creating a custom object with similar fields and adding that object to the related list of the case object.

Advantage :

The fields in the custom Case Comments object can be added/changed/updated as per the user’s wish. The same cannot be done with the standard Case Comment object.