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Case Notes in Manage Cases in TrustLine

Summary

This guide explains how Admin users and assigned representatives can access and add Case Notes within the Manage Cases section of TrustLine. Case Notes allow representatives and Admins to document case details, updates, and observations.


In this article

  • Before you begin
  • Step 1: Access Manage Cases
  • Step 2: View and Add Case Notes
  •  Frequently Asked Questions (FAQ)

Before you begin

  • You need to have an Admin role or the necessary permissions as a Representative to access and add Case Notes in the Manage Cases section.
  • Ensure that your account has the appropriate permissions to view and manage cases.

Step 1. Access Manage Cases

  1. Log in to your Plumm account using valid Admin credentials.
  2. Click on the 9-dot menu at the top left corner of the dashboard.
  3. Select TrustLine from the menu. You will be redirected to the TrustLine - Settings page.
  4. Click Manage Cases in the Admin tab to open the case management section.

Step 2. View and Add Case Notes

  1. In the Manage Cases section, locate the case you want to view in the grid.
  2. Click the three dots on the right-hand side of the case row.
  3. Select Case Notes from the dropdown menu.
  4. You will be directed to a page showing the Case No. and a text area to add Case Notes.
Important: Only Representatives assigned through the Add Category section in the Categories area and Admins can add Case Notes.
  1. Enter detailed notes regarding the case.
  2. Click Save to save the Case Notes. The notes will be recorded with the Created By name and the Created Date.
Representatives can use the Case Notes section to create a complete report for the case they are managing.

Frequently Asked Questions (FAQ)

1. Who can add Case Notes?

Only Representatives assigned through the Add Category section and Admins can add Case Notes. If the user does not have the necessary permissions, they cannot add notes.
 

2. Can Case Notes be viewed by others?

Yes, Case Notes can be viewed by other users with access to the case. The notes will display the Case No., Created By name, and Created Date.

3. What should be included in Case Notes?

Case Notes should contain any relevant information or updates about the case that needs to be documented. Representatives can use this section to create detailed reports of the cases they are handling.
 
 

4. Can anyone edit Case Notes?

No, only Admins and Representatives assigned to the case can add or modify the Case Notes.