#The "Additional comments" fieldis used to communicate information that isvisible to the customer. This field is commonly used inIncident Management, Service Requests, and other task-based records.
Key Differences Between Fields:
Additional Comments (#Correct Answer)- Used forcustomer-facingcommunication.
Work Notes- Used forinternal team communication(not visible to the customer).
Caller Note (A)- No such standard field exists.
Customer Notes (B)- Not a standard ServiceNow field.
Description (D)- Holdsinitial details of the issuebut is not used for ongoing communication.
#Reference:ServiceNow ITSM - Incident Management & Customer Communication