Action

Add Case Comment

Let a customer add a comment to an existing case.

Identity

Field	Value
Master label	`Add Case Comment`
Local developer name	`AddCaseComment`
Source template	`SvcCopilotTmpl__AddCaseComment`
Invocation target	`SvcCopilotTmpl__AddCaseComment`
Invocation target type	`flow`
Confirmation required	`true`
Show in progress indicator	`true`

Purpose

Let a customer add a comment to an existing case.

Used by

CaseManagement — AddCaseComment_179KY0000000OtT

Prerequisites

The case record must be loaded via GetCaseByVerifiedCaseNumber or GetCasesForVerifiedContact, which both require Service Customer Verification.
Explicit user confirmation required before posting the comment.

Inputs

Name	Type	Required	User input	PII	Description
`caseRecord`	recordInfo (Case)	Yes	No (planner-piped)	No	Case record to be updated with a comment.
`caseComment`	text	Yes	Yes	No	Text of the comment to add to the case.

Outputs

Name	Type	Displayable	Used by planner	Description
`outcomeMessage`	text	Yes	Yes	Result message that confirms whether the comment was successfully added.

Dependencies

Flow SvcCopilotTmpl__AddCaseComment installed.
CaseComment create permission for the bot user.

Used in 1 agent

Agent

Fan Agent (Nacho Fan Agent)

**Description**: Deliver personalized customer interactions with an autonomous AI agent. Agentforce Service Agent intelligently supports your customers with common inquiries and escalates complex issues. The Laila instance is themed around fans of an event — its differentiator from a stock Service Agent is the **Premium Experience** topic, which lets a fan redeem points for better seats and notifies the operations team via Slack.

12 subagents20 actionsCalled from 1 subagent

Used by (1 subagent)

Case Management

Handles customer inquiries and actions related to support cases, including providing case information, updating existing cases, and creating new cases.