Notes
A note records useful information about a customer or account. It might be a quick reminder, a detailed issue description, or important history. Notes keep everyone working on an account informed.
Overview
Section titled “Overview”Notes attach to a customer and capture context that doesn’t belong on a formal record. You can:
- Write a quick reminder or a longer account history
- Assign a note to a person or department
- Categorise it with a note type so it’s easy to find later
Key Fields
Section titled “Key Fields”Note Details
Section titled “Note Details”This section stores basic information about the note, including type, status, owner, and assigned departments. These details categorise the note and determine who is responsible for it.
| Field | Description |
|---|---|
| Type | The type of note |
| Status | Current status of this note |
| Owner | The user who owns/is responsible for this note |
| Departments | Departments that have visibility of this note |
Date Details
Section titled “Date Details”This section contains date-related information for the note, including creation date, action required date, and last update details. These timestamps help track the note lifecycle and any pending actions.
| Field | Description |
|---|---|
| Date | The date this note was created |
| Action Required | Date by which action is required on this note |
Note Content
Section titled “Note Content”This section contains the actual content of the note, including subject, body text, and personal data indication. This is where the substance of the note is stored.
| Field | Description |
|---|---|
| Subject | Subject line for this note |
| Note | Main content of the note |
| Contains Personal Data | Indicates whether this note contains personal data subject to data protection regulations |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this note |
| Created | Timestamp when this note was created |
- Note Type categorises the note. Set up types that match how you search, such as General, Technical Issue or Billing Query.
- Note Content holds the body of the note.
- Date Details include any action date, used by the older notes workflow that TODOs now replace.
Managing Notes
Section titled “Managing Notes”Adding a Note
Section titled “Adding a Note”- Open the customer.
- Add a note from the customer’s notes area.
- Choose a note type, write the content, and assign it if needed.
- Save.
Note Actions
Section titled “Note Actions”- Mark Complete: clears a note’s outstanding action once it has been dealt with.
- Convert: changes the note’s format or type so it fits how you now organise notes.
Note Types
Section titled “Note Types”A note type is a category that organises your notes, such as General, Technical Issue, Billing Query or Complaint. Good note types make it much easier to find related information later. Manage them alongside the other communication lists.
Note Type Name
Section titled “Note Type Name”Define the name and identification for this note type.
| Field | Description |
|---|---|
| Note Type | Name of the note type |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this note type |
| Created | Timestamp when this note type was created |
Access
Section titled “Access”- Permission: Users need the Notes permission to view or edit notes. Note types are controlled by a separate permission.
Related
Section titled “Related”- TODO Management: the task system that replaces note action dates.
- Correspondence: formal letters and documents sent to customers.
- Customers: where notes are recorded.
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