The Notes tool located provides an easy way to add notes to the case.
Subject & Content
Notes may include a subject to help users identify the purpose or content of the note.Multimedia
Note Visibility
Note Visibility allows users to determine who can view the note added to a case.
- When visibility is set to "Customer" or "Member", the note is visible to all users
- When visibility is set to "Contact Center", the note is visible to front-office and back office users, but not customers/members.
- When visibility is set to "Fulfillment", the note is only visible to back office users.
Additionally, if a note is added via the External Case Status widget, the note visibility will automatically be set via the users access group.
Reviewing Notes
When a note has been added by a user,