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Justin LonisJustin Lonis 

Creating SLA's from the Case Feed

When migrating to Napili Template we decided to not use the case comments related list (because of the difficulty of hyperlinked urls) so we use the case feed. We currently track initial comment and updates on the case comment related list through entitlements for escalation. Any idea if this can be done through the case feed? 

We would want to track the iniitial "comment" on the case after it is submitted by the customer and then an "update" comment. 


You might be able to write a custom Visualforce page that creates a case feed entry and then creates a CaseComment record for you Entitlement Process.  I do not know of a way to effect the Entitlement Process with the case feed.