Unified Notes View For Seamless Collaboration

To facilitate better coordination among different departments and team members, the notes added to a record can now be accessed in all its associated records. With this, team members, from customer service representatives to field technicians, can easily collaborate and share insights, ensuring everyone is on the same page regarding job updates or customer requirements.

 

The following examples demonstrate how this unified notes view allows users to access information beyond their typical scope or areas of responsibility.

• The Call Center Agents can make note of specific customer requirements and preferences, ensuring that the service provided aligns with customer expectations. E.g. The customer doesn’t want to receive reminder calls.
  
  
• Dispatchers can refer notes to schedule appointments more effectively, taking into account any special requirements or constraints mentioned in the notes. E.g. The customer prefers the field technician to speak a certain language.
  
  
• The Field Technicians can access all relevant notes before heading to a job site, ensuring they have a complete understanding of the customer's needs and any specific instructions. E.g. The field technician can equip themselves with the right tools and equipment based on the job requirements outlined in the notes.
  
  
• The Call Center Agents can provide more accurate and timely information to customers by accessing the shared notes. E.g. Any delay in field technician reaching the job site.
  

Notes Visibility Across Modules

The notes added to a record will now reflect in all its associated records as mentioned below:

• Notes added to records linked through the Request > Estimate > Work Order > Service Appointment relationship will be accessible across all these records.
  
  
• Notes added to an Asset record will be accessible in all the transactional (Request, Estimate, Work Order, Service Appointment) records created for it.
  
  
• Notes added to the Contacts of a Company will be accessible in the Company record too.

The name of the module the note belongs to will be mentioned next to the icon .

Enhanced Notes Management

Along with the shared view of the notes, we have added new options to manage the notes effectively.

• You can edit or delete notes. You can also search and filter notes based on various criteria, such as module, date, or users, to find relevant information quickly.
  
  
  
  
• You can pin a note so that it is displayed at the top of the list, and you can quickly access it without having to search through other notes.
  
  
  
  
• Permissions can be set to control who can view or edit notes, ensuring that the information is only visible to the desired users.
  
  
  

Please refer to the help documentation for additional information about Notes. Do feel free to leave a comment below or email us at support@zohofsm.com if you have any questions.

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