1. Click Answer Customer on the Case Feed page.
2. Click and selectCommunity.Depending on how your administrator has set up Case Feed, you may be able to click Community without first having to click AnswerCustomer.
3. Enter the message to the customer.
4. If you’re working on a case that was escalated from a question in Chatter Questions or Chatter Answers, choose who you want your post to be visible to:Select Customer Only to post your answer as a private reply, or Everyone to post it as a public reply.Select Customer Case to make a post visible to all internal and external users with access to the case, or Community Question to post a public answer on the community user’s question. If you select Customer Case and your Salesforce administrator has enabled the community case feed, you’ll be creating a Chatter post instead of a case comment.
5. Select Customer Only to post your answer as a private reply, or Everyone to post it as a public reply.
6. Select Customer Case to make a post visible to all internal and external users with access to the case, or Community Question to post a public answer on the community user’s question. If you select Customer Case and your Salesforce administrator has enabled the community case feed, you’ll be creating a Chatter post instead of a case comment.
7. Optionally, select Send Email to send a message to the customer letting them know that a reply to their question has been posted to the case.Note This option is only available if your administrator has enabled it, and if the customeryou’re replying to is associated with the case and has a valid email address. If yourorganization uses the community case feed and email notifications for Chatter case posts areenabled, users are automatically notified by email about public posts on their cases and thisoption doesn’t appear.
8. Optionally, attach a Knowledge article to the post.
9. Click the button to publish your post.