Currently, attachments added through portal comments are not visible within the timeline of the case record in Dynamics 365 Customer Service.

It would be highly beneficial to display these attachments directly alongside their corresponding comments in the timeline view.

This enhancement will improve usability by ensuring that all customer interactions, including shared files, are accessible in a single unified view.

Business Impact:

• Improves visibility of customer-provided attachments

• Reduces time spent navigating to locate files

• Enhances productivity and case resolution efficiency for support agents

• Provides better context during case investigation

Expected Outcome: Attachments uploaded via portal comments should automatically appear in the case timeline, linked to the respective comment activity.

This will significantly enhance user experience and streamline support operations.