Eric Paul

We have a similar need.  Our current need is that customers have certain requests or requirements that are unique to them in how we support them.  For example, when we test in their instance we have to test with a certain population, etc.  These unique requirements are very difficult to manage and are easily missed when in a notes field on the organization, but if we could have the internal note put this information right in front of our agents it would greatly improve our ability to support effectively and accurately according to our customers requirements, thus improving customer satisfaction and reducing escalations and angry calls to our customer managers.