The Notes tool located provides an easy way to add notes to the case.
Subject & Content
Notes may include a subject Subject field to help users identify the purpose or content of the note. 
Users will enter the content of their note in the Note freeform text box.
Rich formatting and embedding images are supported.
Note Visibility
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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,
Notes added by users can be viewed in the Case Note tools.
