Summary / TL:DR: This article will help you understand the Notes screen.

This is a review of the Customer Notes screen. This is where customer contact notes are viewed. This screen is accessed through the Customer Service ribbon icon Notes

Recommended Display

There are 2 ways to view customer account notes. The recommended view is Diary view. From the Customer Notes screen, select Diary under the search area and at the bottom left of the search results box, select Set as default tab. This will ensure the display is always Directory view when performing searches.

Searching Customer Notes

Depending on the number of contacts a customer makes, there may be many notes on an account. There are various search methods available to limit search results.

Additional filters are available from this screen. For more on filters, go here.

Search By

Advantage will automatically pull up notes for the customer selected.

Customer/System - If no customer was selected prior to clicking on the icon, the customer will be blank. Searches can be performed from here directly. For more on searching for accounts, go here.
Contact Action - not used.
User ID - notes can be limited by filtering by the user who created the note.
Date - notes can be filtered by searching by date the note was created.

Note Text

Searches by text within a note. Can be used to search by a keyword/item listed in the note text.

Note Actions

Add Note	Used to add a new note to the customer account.
Add Ticket	Not used.
Change Note	Used to change an existing note.
Delete Note	Used to delete an existing note.
Inquire Note	Used to inquire on a note for more details.
View Document	Used to view a document associated with a note. This is generally used for viewing a letter or e-mail that has been created and sent from Advantage by customer service.
Overview	Displays the Customer Overview dialog box for more details on the customer's account.

Notes Detail

When Inquire Note is selected, the Notes Detail dialog box will appear. The Ticket Details, Chronic Tickets and Extension Holds tabs are not used.

Customer	The customer number and name associated with the note.
Note ID	Unique identifier of the note.
Customer Type	Displays type of customer.

Details

The details tab is the default tab that displays when Inquire Note is selected.

System Name	Defines the module associated with the note. This fills in based on what screen the Notes icon was accessed from. AMB - Agreement Related Contacts ARP - ARP Contacts BIL - Invoice Special Handling Note CIR - Subscription Related Contacts CTM - Customer Alert Contacts DUP - Duplicate Consolidation Note LTR - Letters MOD - Subscription Modifications MSC - Miscellaneous Customer Comment ORD - Master Order PRO - Product Related Contacts SVC - Customer Service Contact TEL - Telesales Contact TSK - Task Escalation WEB - Web Contact
Reason Category	Groups together a category of contact reasons. Generally these are setup by affiliate or customer service group.
Reason	Identifies the customer's reason for contacting. Reasons are attached to Reason Categories.
Subject	Subject for the note.
Communicated by	Identifies the method of contact by the customer. CALLBK - Customer Callback CLICK - Click to Chat CONFRNCE - Conference EMAIL - Email Contact EWO - Emergency Web Order FAX - Fax MAIL - Mail OFFCHAT - Offline Click to Chat OUTBOUND - Outbound PHONE - Inbound Phone SVC - Work in the NAC TASK - Task V-MAIL - Voicemail WEB - Web
Cross-Sell Path	Identifies either the phone number or product line/affiliate the call is associated with.
Docket Number	Used to display incoming email/scanned mail. When available, displays You do not have a valid <a href="https://apps.appf.re/me/mp/cloud?hosting=cloud&tab=overview">MultiExcerpt</a> app license.  Please sign up for a free trial or purchase a license through the <a href="https://apps.appf.re/me/mp/cloud?hosting=cloud&tab=overview">Atlassian Marketplace</a>.
Regarding Product	Identifies the item number associated with the contact.
Action	Identifies the follow-up action associated with the contact. Actions are tied to reasons. This is generally used to associate a letter with a note.
Done	Date action complete
Send Response	When entering a note, used to generate a letter from the note directly.
Follow Up Date/Time	Displays date and time for follow-up if a note was marked to follow-up.
Follow Up User	User associated with the note.
Done	Used to designate the date a note was completed. Used when managing contacts in the NAC.
Inbound Email Address	Displays the inbound email address associated with a note generated from an email.
Inbound Email Subject	Displays the inbound email subject associated with a note generated from an email.
Note Text	Free form entry of notes detailing the contact.

Note Letters

Note Letters displays letters generated from a note to a customer from Advantage.

These are the recommended customized columns from this screen. There are more columns available.

Letter Code	Identifier of the letter.
Letter Status Description	The description of the status of the letter. Letter Sent - letter has been sent to the customer. Letter Ready to be Sent - letter created, but not sent to the customer.
Transmission Method Description	How the letter was sent to the customer. Email Mail
Done Date	Used to designate the date a note was completed.
Email Address Used	When letters are sent by email, displays the email address the letter was sent to.
Outbound Email	Email address the letter was sent from.
Email Subject	Subject line associated with the letter.
Add Note Letter	Not used.
Change Note Letter	Not used.
Delete Note Letter	This button deletes the letter from the account. Not recommended.
Inquire Note Letter	Not used.
Review Note Letter	This button will open a view of the letter sent to the customer.
Send Note Letter	When a letter is in 'Letter Ready to be Sent,' this button will send the letter.
View Note Letter Document	Not used.

Note History

Displays history of the note. Used for tracking note history associated with NAC.

These are the recommended customized columns from this screen. There are more columns available.

Note History

Customer Number	Account number associated with the note.
Update Time	Date of update.
Note Action Code	Action code associated with note.
Action Performed On	Date action was performed on.
Reason	Follow-up Reason associated with note.

Note Events

Creation Time	Date of creation.
Note Activity Event	Event associated with the note.
Agent Name	Agent associated with the event.
Folder Name	Folder in NAC note was in for the event.
Order Number	Order Number assoiciated with the event.
Transfer Reason	Displays reason for transfer if the note has been transferred.

Documents

This tab is a view of any documents associated with the note. Documents include letters sent to a customer from Advantage.

These are the suggested customized columns from this screen. There are more columns available.

Type	Type of document.
Date Recorded	Date the letter was sent to the customer.
Path/File Name	Unique identifier of the letter sent.
Add Document Link	Not used.
Delete Document Link	This button deletes the letter from the account. Not recommended.
View Document	This button will open a view of the letter sent to the customer.

Wrap up

You should now have an understanding of the Notes screen.

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Understanding Notes

Recommended Display

Searching Customer Notes

Note Actions

Notes Detail

Details

Note Letters

Note History

Note History

Note Events

Documents

Wrap up