Aurora: Enable Postback comments via Salesforce

This article describes how to enable Postback comments for cases that are created in the community. This functionality is provided with the standard SFDC offerings.

The cases can be created in the community via:

• Escalating a post as a Salesforce case
• Creating a new case through case portal

After you create a case, you can see the case under Cases > Case Object. You can then add comments to the case for private or public posts based on your requirements. 

Learn more about Case and Community Postback Comment objects.

To enable postback comments:

1. Sign in to Salesforce. 
2. Go to Profile > Switch to Salesforce Classic.
3. Click the Setup wizard. 
4. Using the Search bar, search for “Case.”
5. Under Cases, click Page Layouts.
6. On the Case Page Layout window, click the Edit option for the respective Case Layout that you want to edit (for example, Case Layout - Community or Case Layout - Community Lightning).
7. Enter the “postback” keyword in the Quick Find search field and press Enter.
   Based on the search keyword, the Mobile & Lightning Actions field displays the Postback Options component.
8. Drag and drop the Postback Options to the Description Information section. You can drop the component in any other sections based on your requirements. We recommend that you place them under Description or Case Comment sections. 
9. Click Save.
   
   
10. In the Case Page Layout, click the Page Layout Assignment button.
    
    
11. In the Page Layout Assignment window, click Edit Assignment.
12. In the Edit Page Layout Assignment window, select System Administrator from the Profiles list. In Page Layout to Use drop-down menu, select the required Case Page Layout. 
13. Select Case Layout - Community and Case Layout - Community Lightning for Salesforce Classic and Salesforce Lightning respectively.
14. Click Save.
15. Sign out and sign back in to the Salesforce instance.
16. Go to Cases and look for the case details of a particular case.
    You can view the Community Postback Comment section under the Related tab of the case details. 

Add Comments to a Case in Salesforce

The comments added in Salesforce will not be visible as community case comments and are meant only as a reference to the Salesforce support.

To add a new comment to the case:

1. Go to cases and look for the case details of a particular case. 
2. On the Case Details page, go to Related > Case Comments section. 
3. Click New.
4. In the New Case Comment window, enter the comment under the Body field and click Save. 

Note: The comment added here is visible only in Salesforce under the Case Details page and not on the Community Case Details page.