Advanced Case Workflow - Salesforce Summer '09
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Salesforce lets you add both public (customer facing) and private case comments to a case for situations like this.
This new functionality lets you drive workflow based off of those comments. One example is that you can automatically send an email to a customer after adding comments. That email can contain whatever you want...the case comments, or anything else.
kylec2000 2 years ago
Train your staff...it's not rocket science. Software apps don't replace common sense. Or have an internal only comments section.
u9700528 2 years ago
"Customer called back and was rude and demanded to speak to a supervisor. I attempted to explain how to fix his issue but he hung up and called back 3 times, hanging up each time."
--> You sure you would want comments to be fired off to the customer? Imagine the blow-back from that common case comments usage! I'm sure this functionality (advanced case workflow) isn't limited to this scenario, but a rather poor example, IMO.
flydood 2 years ago