The flag can be set or cleared based on a variety of actions that happen when communicating with customers through a customer community.

Set Flag on Customer or Partner Comment: When enabled, the flag will be set when a customer or partner adds a case comment through a community. If using Email to Case Premium, you can choose to exclude comments from the same company domain by enabling Exclude Comments With Company Domain.

Clear Flag on User Comment: When enabled, the flag will be cleared when an agent adds a case comment inside of Salesforce.

Automated Users: Specify users which should not clear the flag when adding a comment. If you use Email to Case Premium, add the Context User here to avoid issues with the flags.

Ignore Community User Emails: Enable this setting to prevent the flag to be cleared on cases if comments are added by a community user.

Set Flag on Case Attachments/Files: When enabled, the flag will be set if a community user adds a file or attachment to a case.

Communities & Portals: Chatter Settings

Create Chatter Triggers: In order for Case Flags to Set/Clear flags on chatter posts. Apex Triggers for Chatter need to be created. You can use this setting to automatically create them.

Set Flag on Customer Chatter Posts/Replies: When enabled, the flag will be set if a community user responds to or adds a chatter post. 

Clear Flag on Customer Chatter Posts/Replies: When enabled, the flag will be cleared when an agent responds to a customer via chatter through a reply or new chatter post.

Note: The logic for these settings check if the UserType equals "Standard" OR Self-service user equals "True," to differentiate it from an external (Community or Portal) user.

• For those utilizing Email to Case Premium in conjunction with Case Flags, ensure you've defined your Email to Case Premium Context User as an Automated User. Since Email to Case Premium inserts case comments from inbound communication, configuring this setting will help prevent the flag from being cleared on those inbound comments.

Also for Email to Case Premium users, enable the Exclude Comments with Company Domain option. This setting examines the case comment text for the Company Domain. If the first line of the comment contains the specified domain, then the comment will be treated similarly to an email from an internal user, and the flag will not be set.