Add a Note

Overview

Intake users can add notes to open cases. This allows them to capture important information to the case. 

When an intake user adds a note to the case, this will create an assignment for a back-office to work. This ensures there is communication between both intake and back-office allowing for a better customer experience. 

There are procedures and best practices that will need to be created and conveyed to the learner group:

• What scenarios should be notated
• What scenarios do not need to be notated
• What information need to be included in the note
• What does a good note look like

Claim example: Quality

How-To

Step 1: Click Add a note.

There are two required fields: Subject and Note.

Step 2: Enter the subject in the Subject box following internal guidelines. 

Step 3: Enter the body of the note in the Note box following internal guidelines.

This is a plain text field so images or documents cannot be inserted here. 

Step 4: Click the Complete button. 

The user will see a confirmation notice when their note has been successfully submitted. 

Notes cannot be edited, however, users can delete notes that they created. Users cannot delete notes that they did not create.