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.
Select Queues > Agent Queue.
Locate the case.
In the Employee Note column, click View.
Double-click a note.
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