What search options can agents use to find case comments?

Agents can utilize Global Search and Advanced Search to effectively locate case comments within the Salesforce platform. Global Search allows users to search across various objects within Salesforce, including case comments, by entering keywords or phrases. This search method provides a quick way to access relevant information, as it encompasses a broad range of records and data types.

Advanced Search enhances this capability further by offering refined filtering criteria, enabling agents to narrow down search results based on specific parameters such as date ranges, status, or related records. This functionality is particularly useful for agents needing to locate specific case comments among potentially vast amounts of data.

The combination of these two search methods allows for both breadth and depth in finding case comments, making it a powerful tool for agents in addressing customer inquiries effectively. Other options, such as custom searches, keyword searches, or Salesforce reports, do not provide the same level of comprehensive access or filtering capabilities specifically designed to retrieve case comments efficiently.