Notes

Owned by Devan Robertson
Last updated: Apr 03, 2024 by Kristafanie Somers
1 min read

The Notes tool provides an easy way to add notes to the case. 

Subject & Content

Notes include a 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

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

Notes added by users can be viewed in the Case Note tools.Â