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 list of cases. As a case agent, you can edit and add notes to cases.
  1. Select Queue.
  2. On the Assigned To Me, All, or Unassigned tab, select and open a case.
  3. Click the Notes and Attachments tab.
  4. To create a note for the case, click Add Note.
    To view a note, double-click a note record.
  5. Specify the text in the Note field.
    Optionally, you can select a template and attach a file to the note.
  6. Click Submit.