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Account Notes Documentation

Menu Location: Customers > Reports > Notes

Access Level: Customer Service and above

Last Updated: 2026-03-01

Overview

The Account Notes page provides a centralized view of all customer notes across all customer accounts. While individual customer pages show notes for one customer, this page lets you search, filter, and manage notes system-wide. Essential for finding notes about specific issues, tracking team activity, and managing follow-up reminders.

Primary Functions:

  • Search all customer notes across entire system
  • Filter notes by type, date, admin, or customer
  • View and manage reminders and follow-ups
  • Track team communication and activity
  • Find notes about specific issues or topics
  • Export notes for reporting or compliance
  • Manage recurring reminders

Page Layout

Header Section

  • Search Bar - Search note content, customer names, admin names
  • Filter Controls - Filter by note type, date range, admin user, reminder status
  • Sort Options - Sort by date, customer, admin, or note type
  • Export Button - Download filtered notes as CSV
  • Reminders Toggle - Show only notes with active reminders

Notes List

Displays all matching notes with:

  • Customer Name - Clickable link to customer detail
  • Note Content - Text of the note (truncated if long)
  • Note Type - Icon indicating type (email, phone, activity, reminder, etc.)
  • Date/Time - When note was created
  • Admin Name - Who created the note
  • Reminder Date - If reminder set, when it's due
  • Status - Completed, Pending, Overdue
  • Actions - View full note, Edit, Mark complete, Delete

Summary Panel

  • Total Notes - Count of notes matching filters
  • By Type - Breakdown by note type
  • Reminders Pending - Count of active reminders
  • Reminders Overdue - Count of past-due reminders
  • Most Active Admins - Top note creators

Note Types

Communication Notes

Email

  • Records of email communications
  • Captures what was discussed
  • References to sent emails
  • Follow-up notes

Phone

  • Phone call summaries
  • Customer concerns discussed
  • Resolutions provided
  • Commitments made

Activity Notes

General Activity

  • Account changes made
  • Order modifications
  • Customer requests
  • Service interactions

Contact Form

  • Customer form submissions
  • Website inquiries
  • Question tracking
  • Response notes

Reminder Notes

Calendar/Reminder

  • Follow-up tasks
  • Scheduled actions
  • Recurring reminders
  • Deadline tracking

Sticky Note

  • Important information to remember
  • Quick notes
  • Alerts for team
  • Temporary notes

Search & Filtering

Search Options

Keyword Search:

  • Searches note content
  • Searches customer names
  • Searches admin names
  • Case-insensitive
  • Real-time filtering

Example Searches:

  • "refund" - Find all notes about refunds
  • "delivery issue" - Find delivery problems
  • "John Smith" - All notes about customer John Smith
  • "Sarah" - All notes by admin Sarah
  • "missing item" - Find specific issue

Filter Options

By Note Type:

  • All types (default)
  • Email only
  • Phone only
  • Reminders only
  • Activity only
  • Contact forms only

By Date Range:

  • Today
  • This week
  • This month
  • Last 30 days
  • Last 90 days
  • Custom range

By Admin User:

  • All admins
  • Specific team member
  • Your notes only
  • Unassigned

By Reminder Status:

  • All notes
  • With reminders
  • Without reminders
  • Pending reminders
  • Overdue reminders
  • Completed reminders

By Customer Status:

  • All customers
  • Active only
  • Cancelled only
  • High-value customers
  • Tagged customers

Managing Reminders

Viewing Reminders

Reminder Dashboard:

  1. Toggle "Show Reminders Only"
  2. See all active reminders
  3. Sort by due date
  4. Prioritize follow-ups

Reminder Information:

  • Customer name
  • Note content
  • Due date
  • Who set reminder
  • Recurring or one-time
  • Completion status

Completing Reminders

Mark as Complete:

  1. Find reminder in list
  2. Click "Complete" button
  3. Reminder marked done
  4. Note remains in history
  5. If recurring, next instance created

Adding Completion Note:

  1. Mark reminder complete
  2. Add follow-up note
  3. Document what was done
  4. Update reminder if needed

Overdue Reminders

Handling Past-Due:

  • Filter to "Overdue"
  • Prioritize by age
  • Complete or reschedule
  • Add explanation if late
  • Update customer if commitment missed

Common Reasons for Overdue:

  • Forgot to check
  • Customer not responsive
  • Issue took longer to resolve
  • Reminder set incorrectly
  • Reassigned and lost

Common Use Cases

Use Case 1: Daily Reminder Check

Goal: Review and complete today's reminders

Steps:

  1. Filter to "Reminders Due Today"
  2. Sort by customer
  3. Review each reminder
  4. Complete actions needed
  5. Mark reminders complete
  6. Add follow-up notes
  7. Set new reminders if needed

Best Practice: Check reminders first thing each morning. Keeps commitments to customers.

Use Case 2: Find All Notes About Specific Issue

Goal: Track how many customers reported same problem

Steps:

  1. Search for issue keyword (e.g., "moldy strawberries")
  2. Review all matching notes
  3. Check date range
  4. Identify pattern
  5. Document findings
  6. Report to management
  7. Track if issue resolved

Example: 12 notes about "late delivery" this week - indicates routing problem needing attention.

Use Case 3: Quality Assurance Review

Goal: Monitor team's note quality and customer interactions

Steps:

  1. Filter by specific team member
  2. Review recent notes
  3. Check for completeness
  4. Verify professional tone
  5. Ensure follow-through
  6. Provide feedback
  7. Document best practices

What to Look For:

  • Clear, concise notes
  • Sufficient detail
  • Professional language
  • Action items noted
  • Resolutions documented
  • Reminders set appropriately

Use Case 4: Customer Issue Research

Goal: Prepare for call with customer who has history

Steps:

  1. Search for customer name
  2. Review all their notes
  3. Check reminder status
  4. Note recurring issues
  5. Review resolutions attempted
  6. Identify patterns
  7. Prepare approach for call

Benefit: Shows customer you care and remember their history.

Use Case 5: Team Activity Monitoring

Goal: Understand team workload and activity

Steps:

  1. Filter by date (this week)
  2. Review notes by admin
  3. Check note frequency
  4. Review types of issues
  5. Identify training needs
  6. Balance workload if needed
  7. Recognize top performers

Metrics:

  • Notes per team member
  • Types of issues handled
  • Reminders set and completed
  • Response patterns

Export Options

CSV Export

Export Process:

  1. Apply desired filters
  2. Click "Export" button
  3. Select date range
  4. Choose columns to include
  5. Download CSV file

Common Export Uses:

  • Monthly reporting
  • Compliance documentation
  • Issue trend analysis
  • Performance reviews
  • Training examples
  • Quality audits

Exported Columns:

  • Customer name and ID
  • Note content
  • Note type
  • Date/time
  • Admin name
  • Reminder dates
  • Completion status

Best Practices

Note Writing

  1. Be clear and concise
  2. Include relevant details
  3. Document action items
  4. Professional tone always
  5. Avoid assumptions
  6. State facts, not opinions
  7. Include dates and specifics

Good Note Example: "Customer called 3/1 at 2:30 PM regarding missing chicken breast in order #12345. Confirmed item was left out due to packing error. Applied $12 credit to account. Customer satisfied. Set reminder to check next order for quality."

Poor Note Example: "Called about order. Fixed it."

Reminder Management

  1. Set reminders for all commitments
  2. Be realistic about dates
  3. Check reminders daily
  4. Complete promptly
  5. Reschedule if needed (with note why)
  6. Don't let reminders pile up
  7. Use recurring for regular tasks

Team Coordination

  1. Read recent notes before contacting customer
  2. Add notes immediately after interactions
  3. Include context for other team members
  4. Update reminders set by others if you handle
  5. Coordinate on complex issues
  6. Share successes and learnings

Privacy & Security

  1. Don't include sensitive payment details
  2. Use professional language (customer might see)
  3. Follow company privacy policies
  4. Don't share notes inappropriately
  5. Secure export files properly

Troubleshooting

Cannot Find Expected Note

Symptoms:

  • Remember writing note but can't find it
  • Search returns no results

Check:

  1. Verify customer name spelling
  2. Try different search terms
  3. Expand date range
  4. Check if on different customer (similar names)
  5. Verify not deleted

Too Many Results

Symptoms:

  • Search returns hundreds of notes
  • Hard to find specific one

Solutions:

  1. Add more specific keywords
  2. Narrow date range
  3. Filter by note type
  4. Filter by admin
  5. Sort differently
  6. Combine filters

Reminders Not Showing

Symptoms:

  • Set reminders but they don't appear
  • Reminder filter shows nothing

Check:

  1. Verify reminder date is correct
  2. Check if marked complete already
  3. Ensure date filter includes reminder date
  4. Try "All Reminders" filter
  5. Check individual customer page
  • Customer Detail - Individual customer notes
  • Customers - Main customer search page
  • Admin History - System-wide admin activity log
  • Account History - Your personal admin activity

Permissions & Access

Required Access Level: Customer Service or higher

Access Level Capabilities:

  • Customer Service: View all notes, create notes, manage own reminders
  • Manager: All Customer Service + delete notes, reassign reminders, export
  • Administrator: All Manager + system-wide note management
  • Kiva Admin: All features + technical note system access

Restricted Features:

  • Delete Notes: Requires Manager or higher
  • Export All: May require Manager approval
  • View All Admins: May be restricted by access level

Quick Reference Card

Task Action/Location
View all notes Navigate to Customers > Reports > Notes
Search notes Use search bar with keywords
Filter by type Select note type from filter
View reminders Toggle "Show Reminders Only"
Check overdue Filter to "Overdue Reminders"
Complete reminder Click "Complete" on reminder
Export notes Click "Export" after filtering
Find customer notes Search customer name
Check team activity Filter by admin name
Today's reminders Filter to "Due Today"

FAQs

Can customers see notes we write about them?

No, all admin notes are internal only. However, write professionally as notes may be reviewed for training or compliance purposes.

Can I edit someone else's note?

Managers and administrators can edit notes, but it's generally discouraged. Better to add a follow-up note with clarification or corrections.

How long are notes retained?

Notes are typically retained for the life of the customer account plus retention period per company policy (often 2-7 years after account closure).

Can I delete a note I wrote by mistake?

Customer Service may delete their own notes immediately after creation. After that, Manager approval may be needed. Deleted notes may be archived rather than truly removed.

What if I forget to complete a reminder?

Mark it complete as soon as you remember and add a note explaining the delay. If you missed a customer commitment, contact them to apologize and reschedule.

Should I create a note for every customer interaction?

Yes, document all meaningful interactions - calls, emails about issues, account changes, complaints, compliments. Brief routine transactions may not need notes.

Can I see notes from before I joined the company?

Yes, all historical notes are available. This helps you understand customer history and previous issues.

How do I handle recurring reminders?

When marking a recurring reminder complete, the system automatically creates the next instance based on the recurrence schedule. You can edit or cancel future occurrences as needed.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.