Adding order notes

You can add a note to capture important information that is associated with the order for various purposes. By using the note, you can contact a customer to follow up an issue. You can use the note for internal communication or to work on a high priority issue.

1. Log on to Sterling™ Call Center. The Home page opens.
2. Go to the Order Summary screen in one of the following ways:
   • In the Order panel, enter the appropriate details, and click Find Order.
   • In the Related Tasks panel, click Order Search. The Order Search screen opens. Enter the appropriate details and click Search.

   If the search results in a single order, the Order Summary screen opens. If the search results in multiple orders, a list of orders is displayed. Select the order that you want to view.

3. Click the Notes tab. The existing notes are displayed.
4. Click Add Note. The fields necessary to add a note are displayed.
5. From the Note Type list, select the reason for adding the note.
   For example, Apply Hold Information, Customer Verification Information, Duplicate Order
6. In the Note text box, enter the content of the note.
   Additionally, you can do the following steps as part of adding the note:

   • If you are creating the note to contact the customer for an issue, select a contact type and enter the appropriate contact details.
   • Based on whether you are creating the note to work on a high priority issue or for internal purposes, select an appropriate option.
   • If you want to capture the customer satisfaction for an activity, select an appropriate customer satisfaction indicator.

   You can also add notes by clicking View/Add Notes on any screen.

7. Click Save. The saved note is displayed.
   Similarly, you can also add notes to an order line in the Line Notes tab.