Notes management overview

Contextual notes provide invaluable commentary to all stakeholders involved in the progression of customer engagement activities, such as a case file, a repair request, a housing application, and the like, recording the interim progress, highlighting key actions or outcomes, and capturing memorandum items. The ability to record system wide notes for all routine activities and data processing events reflects the following key features:

• All core entity records afford the opportunity to create and track comprehensive memos on-the-fly via a convenient entry point, with extensive formatting and styling tools delivered through a powerful text editor.
• The provisioning of notes is controlled through custom defined rules, steering the subset of applicable entities for a range of classification categories. Each rule stores the permitted processing options for overarching role privileges, therefore determining the extent to which notes can be maintained by the membership group.
• Irrespective of entity focus area, system wide notes are created and maintained through a consistent entry point, namely Menu > Notes. A list of previous memos matching the unique entity identifier is also returned, along with any additional instances mapped to related components.

The implementation of system wide notes is underpinned by two prerequisite aspects of customisation: (1) The General Lookup entitled Note Types, through which any number of classification categories can be defined, and (2) The creation of Deployment Rules, determining how notes are utilised across the system.

Separate help articles have been created for each key aspect of notes management, including:

• To define a deployment rule for system wide notes
• To create a new system wide note