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            Enable Rich Text Format for Case Description (Beta)

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            Enable Rich Text Format for Case Description (Beta)

            Let support reps add rich text features, such as bullet points and screenshots, to their case descriptions.

            Required Editions

            View supported editions.

            Rich Text for Case Descriptions is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer’s sole discretion.

            1. From Setup, in the Quick Find box, enter Support Settings, and then select Support Settings.
            2. Select the Setup link beside Rich Text for Cases Description .
            3. The Rich Text for Case Description window opens. Enable the Rich Text for Case Description toggle.
            4. Verify that the DescriptionRichText field is visible in the Object Manager.
            5. You need to migrate the data from the old case description field to the new RTA field.
            6. Enable Rich text for Salesforce-provided features.
            7. Add the Rich Text for Case Description component to your case record page layouts using the Lightning App Builder.
            8. If you have any customisations that involve the old case description field, ensure those customisations use the new field.
            • Migrate Case Description Field Values
              When the RTA field is active, your historical data still lives in the old plain text field. To give your support reps a single, unified view of the case record, write the code for and run a migration job.
             
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