Create and maintain Company or Contact notes that help agents work cases

Customer Notes carry relationship context that should be available when an agent helps a Company or Contact. Use them for an agreed service instruction, a temporary account condition or a reminder that applies beyond one case. They are separate from a short Case note and from an Internal Note activity in the case history. This guide explains how to create and maintain them, including the current limits of the case-display settings.

Choose the correct note and customer scope  ·  Prepare access and suitable content  ·  Create a Company or Contact note  ·  Understand the Case display switches  ·  Update, deactivate or remove a reminder  ·  Worked example: a temporary maintenance-window instruction  ·  Troubleshoot missing or repeated notes

Choose the correct note and customer scope

For example, “Coordinate equipment downtime through the customer’s nominated service contact until the maintenance review on Friday” may be a temporary Company reminder. Detailed diagnostic results from one equipment incident belong in that case’s activities. Do not turn every case update into a persistent customer popup.

Prepare access and suitable content

The Notes feature must be enabled for your account. The standalone Company and Contact workbenches show the Notes tab when available; creating or editing a note also requires permission to edit that customer record. Without edit authority, the tab can be read-only and New Note or Actions may be unavailable.

1. Identify the exact Company or Contact and confirm why the reminder belongs there. Check similarly named records before editing.
2. Review existing notes for the same instruction. Update an existing note when its purpose remains valid instead of stacking contradictory reminders.
3. Write a short operational instruction with a reason, an owner or review responsibility, and an expiry where the instruction is temporary.
4. Keep the content suitable for agents who can access cases linked to this customer. Do not use Customer Notes as a repository for credentials or restricted personnel information.
5. Decide whether the instruction needs a popup or simply belongs in the Notes list. Too many popups make it harder for agents to identify the consequential reminder.

Create a Company or Contact note

1. Open Customers → Companies or Customers → Contacts, then open the intended record.
2. Choose Notes, then New Note.
3. Enter Title and Message. At least one must contain text; the Title allows up to 250 characters. A useful title identifies the action, while the message explains when and why it applies.
4. Choose Priority: High, Normal or Low. Normal is the form default. Reserve High for instructions that materially affect how the case should be handled.
5. Set Expires for a temporary instruction, using the date format accepted by the form, shown as yyyy-MM-dd. Leave it empty only when the note has an ongoing owner and review process.
6. Set Display order when needed. It accepts 0–10000, with 0 as the default. Review the resulting list rather than assuming an order value changes case priority.
7. Review the case-display options explained below and leave Active enabled when the note should be in use. Do not assume Allowed divisions supplies the Case visibility restriction discussed above.
8. Choose Add Note. Verify the saved row, reopen it and confirm the intended fields before relying on the reminder.

The note belongs to the customer record you opened. It does not become a new customer reply, case activity or task. If work needs an accountable assignee and due date, create the appropriate follow-up separately.

Understand the Case display switches

Popup repetition depends on the current browser/session behavior and customer or case context. A popup not reopening immediately is not proof that the note was deleted or failed to save. Check the saved note and the read-only Customer Notes area. These limitations are specific to the current Core Case presentations; they are not a recommendation to relax customer or case access.

Update, deactivate or remove a reminder

1. Open the same Company or Contact and choose Notes. Find the note by its title and message.
2. Use the row’s edit pencil to change the reminder. Review its scope, priority, expiry and display options, then choose Save Note.
3. Reopen the saved note to confirm the update. Check a representative linked case if the change affects what agents should see.
4. For a reminder that no longer applies, consider turning off Active and saving it so the record remains available for review.
5. Use the row’s delete action only when removal is appropriate and you have reviewed the confirmation and any record-retention requirements. Verify the resulting list before creating a replacement.

Case View’s Customer Notes area is read-only. Return to the associated standalone Company or Contact record to make changes. Editing a short Case note does not edit the Company/Contact reminder.

Worked example: a temporary maintenance-window instruction

A customer organization operates several sites. For the next week, equipment restarts must be coordinated through the agreed maintenance lead. The support manager wants agents to see that instruction without copying it into every case.

1. Open the correct Company and check for an existing maintenance note. Confirm the agreed instruction with the account owner.
2. Create a note titled “Coordinate equipment restarts during the maintenance review.” Write who should coordinate the next step and why; use a role or maintained contact route instead of an unmanaged personal detail.
3. Choose a proportionate priority and set the review/expiry date. Enable the relevant Case Add or Case View display option only when that interruption is useful.
4. Save and reopen the note. Use an authorized test case linked to the Company to verify the displayed reminder and manual Notes access.
5. At the end of the temporary arrangement, update or deactivate the note. Keep each actual restart approval and result in the relevant case history.

The benefit is consistent account handling across agents and contacts. The Company reminder explains the operating condition; the individual case preserves what happened for that incident.

Troubleshoot missing or repeated notes

Continue learning

• Choose between Case notes, Internal Note activities and Customer Notes
• Maintain Company and Contact relationships
• Create a case with the right customer context
• Read customer context while working a case
• Assign accountable follow-up tasks