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.

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.

Customer

The customer number and name associated with the note.

Note ID

Unique identifier of the note.

Customer Type

Displays type of customer.

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

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.

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.

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.

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.

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.