Salesforce Community Cloud Consultant Practice Exam

What happens to case comments added by external users?

1. They are private to the user

2. They become permanent and uneditable

3. They are public and viewable by anyone with case access

4. They require moderation before being displayed

The correct answer is: They are public and viewable by anyone with case access

When external users add case comments in Salesforce Community Cloud, those comments are designed to be public and viewable by anyone who has access to the case. This promotes transparency and collaboration among users, enabling stakeholders to see all relevant information regarding a case without restrictions. When non-licensed users or community members contribute comments, it allows for better communication, ensuring that everyone involved has the necessary context to effectively resolve issues. This public accessibility aligns with the purpose of community platforms, which is to foster user engagement and collaborative problem-solving. In contrast, other options may imply restrictions or limitations that do not apply in this context. For example, if comments were private to the user, that would hinder communication and limit input from community members. Similarly, if comments were permanent and uneditable or required moderation before being displayed, it would pose barriers to real-time interaction and diminish the dynamic nature of discussions that can occur in community settings.