Customer Notes, Files and Labels
Keep customer context organised while controlling the visibility of notes, attachments and classification data.
Use the correct customer record
Confirm the customer identity before adding information. A useful note explains the event, decision or follow-up in terms another authorised colleague can understand. Keep the note connected to the relevant work and avoid copying sensitive data into free text when the application provides a more appropriate protected field.
Treat attachments as shared information
Review the file, its purpose and who should be able to access it before upload. Staff-only working material and documents intended for the client portal have different audiences. Follow the current file-sharing guidance and verify visibility with the intended role. A successful upload alone does not confirm that the correct people can access the file.
Keep classification consistent
Use the customer grouping or labelling controls exposed by your workspace for a defined purpose. Agree names that colleagues can apply consistently and avoid creating labels that duplicate existing groups. Review notes, reminders and files together during a handover so that the next person can distinguish background information from an action still due.
Checks before you finish
- Confirm the customer and purpose before adding a note or file.
- Check client visibility separately from staff access.
- Give outstanding follow-up work an owner and a due date where supported.