MorphMorph

9: Notes

Owned by Kristafanie Somers
Last updated: Apr 03, 2024


Overview

The Notes tool displays all notes added to the case and enables users to add new notes. Notes include a subject line and body section to help agents identify the purpose and content of the note. Explain to learners:

  • When to add a note
    • Actions taken on the claim
    • Specific assignments that were completed
  • What information needs to be included in the Subject field
  • What information needs to be included in the Note field
  • Acceptable shorthand and internal terms

The example below prompts you to leave a note in response to a document being added to the case, so use a claim that you've uploaded a document to. Otherwise, use any claim and any scenario you'd like.


How-To

Step 1: Complete the Subject field

Enter the following: 
Uploaded doc: <document name>


Step 2: Complete the Note field

Enter the following:
Uploaded Test Doc - screenshot from <VROL/Mastercom> showing transaction activity after card lost date


Step 3: Explain the Visibility

Users can select the Visibility based on who should have access to that note. Review internal guidance regarding when to make notes visible to the account holder if self-service enabled, and intake users.

  • Contact Center: The note will be visible to both the front-office and back-office. 

  • Member: The note will be visible to the front-office, back-office, and to the accountholder. 

  • Fulfillment: The note will only be visible to the back-office.


Step 4: Click the Add button


Step 5: Cover editing and deleting the note

Click on the note row to see the body of the note. 

Notes cannot be edited, but the user who added the note can delete it by clicking the trashcan icon. Deleted notes can be accessed in the Case Audit tab.


Learner Activity

Ensure the learners are aware of when and how to note the case. Provide a quiz, worksheet, or other activity that will engage the group. Test the following:

  1. Situations in which notes are required

    1. Actions such as uploading a document, updating the Contact Date, etc.

    2. Assignment work such as issuing Provisional Credit, writing off the dispute, etc.

  2. What data needs to be included in the note

    1. Dispute ID

    2. What action was taken and why

    3. Visa/Mastercard case ID

  3. Acceptable shorthand rules