About Notes
Notes are a key collaborative tool for agents and customers. Notes are a method of providing additional information regarding an activity, case, or customer. Meant for internal use, notes are used to share tips and information with other advisors or supervisors. Notes can be extremely useful in providing the necessary background information when transferring activities from one user to another or from one department to another.
Notes remain with the assigned activity, case, or customer regardless if all the associated activities have been completed. After all the activities of a case have been completed, an advisor can view any of the notes tied to the activity, case, or customer. Upon selecting a new activity from your inbox that is tied to a case or customer with a note, the most recent note added to either object appears in a notification bubble.
Related User Actions
You can add, view, or delete notes. Once a note is added it cannot be edited. Although the entire note is not copied, the content of a note can be copied to the clipboard for use outside the system.
There are three actions related to Notes: View, Add, and Delete. These actions have to be assigned to you by your administrator.
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The View action allows you to view notes and copy the content of notes.
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The Add action allows you to view and add notes and copy the content of notes.
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The Delete action allows you to view, add and delete notes and copy the content of notes
Notes can be assigned in the Notes section of the Activity, Case, and Customer panes. Notes can also be added via the More button of the Inbox and the Reply pane.
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