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            Enable Rich Text Format for Case Comments

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            3. Customer Signals Intelligence

            Enable Rich Text Format for Case Comments

            Use rich text in case comments to gain deeper, data-driven insights. While images and videos are not supported, elements such as bold and italic are incorporated into insights to enhance your understanding of customer feedback.

            Required Editions

            Available in: Enterprise, Unlimited, and Developer Editions with Data 360 enabled and the Customer Signals Intelligence add-on
            User Permissions Needed
            To enable rich text comments: Customize Application
            1. From Quick Find, enter and open Support Settings.
            2. Edit the settings and select Rich Text for Case Comments.
              Note
              Note After you turn on rich text comments, you can’t turn it off.
            3. From Data 360, refresh the data stream and case comments data stream associated with your org.
            4. Run the case transformer associated with your org.

            Case comments added after rich text is enabled can use rich text formatting, and these comments are recognized in the generated insights. When AI services are turned on to generate insights, the LLM doesn’t process images and videos, ‌but the ‌text improvements influence sentiment score and are prioritized.

             
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