Viewing and adding employee notes in the agent queue

If one or more notes have been added to a case, a link to the notes is shown in the Agent Queue. Service center users can edit notes and add notes to cases.
  1. Select Queues > Agent Queue.
  2. Locate the case.
  3. In the Employee Note column, click View.
  4. Double-click a note.
  5. Complete any of these tasks:
    • To edit the note, specify the text in the Note field and click Submit.
    • To add a note, click Create, specify the text in the Note field and click Submit