This is an overview of how to create and update notes and follow-ups.
Activities vs. Follow-Ups
In Core, "activities" encompass both notes and follow-ups added to a party record, serving as a general term for these types of entries.
The activity becomes a note once it is marked as "complete."
Follow-Up Dates
By default, a follow-up is automatically generated for three business days. The administrator sets the follow-up duration for custom activities during the activity creation.
Default Activities
Existing follow-ups include agent follow-up, campaign follow-up, case follow-up, contract follow-up, and opportunity follow-up. New follow-up types can be created in the Administration menu under Activities.
IMPORTANT TERMS
Activity: An activity within Core refers to a task, action, or event designated to an agent, case manager, or other users to track progress, maintain records, and manage workflows within the system.
Is Complete?: This indicator is used to specify that the activity is a note. If left unchecked, the activity will remain as a follow-up.
Auto-Complete: Custom activities in Core can be set up to be marked as complete by default, so they are automatically treated as notes in the system.
Default Days: A setting that determines the number of days from the current date that a follow-up will be automatically set as its due date.
BI Enabled: A setting that determines if the activity is reportable in Power BI.
Web Note Enabled: A setting that controls whether agents in the Portal can view an activity.
Party Level: A setting determining whether an activity can be added to a party record.
Contract Level: A setting determining whether an activity can be added to a contract record.
Case Level: A setting determining whether an activity can be added to a party case record.
The fields Case Creator and Communication will be removed from the system soon.