Configure special handling notes

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use special handling notes to bring important case information to an agent’s attention.

    Before you begin

    Role required: csm_guided_setup_user or admin

    About this task

    Configure the desired entity tables to use special handling notes and then configure the corresponding forms to display either the Special Handling Notes list or pop-up window.

    Procedure

    1. Navigate to All > Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, select Get Started.
    3. In the Case Management category, select the Special Handling Notes task.
      Configuring special handling notes includes the following steps.
      Table 1. Special Handling Notes configuration steps
      Task Description
      Configure an entity table to use special handling notes Configuring an entity to use special handling notes adds the Create Special Handling Notes related link to the corresponding entity form.
      Configure a form to show special handling notes in a list or pop-up window Configure a form to display special handling notes in either a list or a pop-up window.
      Configure the necessary properties to display special handling notes Configure properties that determine the frequency and the number of special handling notes that are displayed.
    4. To perform the task, select Configure.

      This button opens the page in your instance where the configuration is completed.