Private Notes and Email Messages

About Private Notes and Email Messages

Private Notes and Email messages can be created when viewing a a Case record or some other record. They are stored in the record history, displayed underneath the record.

Working with Private Notes and Email Messages

Creating a Private Note or Email Message

To add a note to a record:

1. Under the information section, click in the area that says Reply or Add a Note
   The area expands, and several additional buttons appear.
2. Click [Private Note] to add an entry to the record history
3. Or click [Email] and select message recipients.
   • The message is added to the record history, the same as a note

• The default Email Template for the object is used to format the message

1. Additional options:
   • Quick Text - Use this option to insert a segment of Quick Text into the text.
   • Search Knowledge Base - If a Knowledge Base is present, use this option to search for an article and include a link to it in the text.
   • [Add Recipient] - Click this button to add additional message recipients for an email.
   • [Attach File] - Click this button to add an Attachment.
2. Click [Submit]