Notes can be added to a range of record types, such as leads, customers, cases, and sales orders.
In certain cases, you may wish to remove or edit a note - for example, if it was erroneously posted or contained incorrect or sensitive information.
Deleting your own notes
By default, users can only delete notes that they created themselves.
Deleting other user's notes
A user-specific customisation is available that allows the user to delete notes from any users.
This may be useful for notes that were posted, for example, automatically by The Layer, or notes created by ex-users.
We do not recommend giving this customisation to many users, as deleted notes cannot be recovered.
Administrators can enable the Delete Any Note customisation from User Record - Customisations.
You can limit this further in the user's Roles area; specifically to auto-populated notes, checklist task notes, or opportunity notes only.
Editing Notes
All users can edit their own notes, by clicking on the pencil icon beside any note:
You can make any required edits and Save.
You'll be prompted to confirm:
Edited Notes will then be visible from the Edit icon:
Clicking this will open the Note History where you can see any edits that have been made, alongside the date and time of the edit.
Case Notes
When new notes are added to a Case, a counter beside the Note icon will now display the total number of notes. This feature makes it easy to see at a glance if additional notes have been added.
Key Details:
The Notes Counter reflects only the actual notes manually added to the Case.
Activity Mode Updates (tasks, checklist notes, emails, SMS, phone calls...) are not counted toward the notes total.
Example:
If you add a new note directly to a Case, the counter will increase by one. However, if new information is pulled into the Case via Activity Mode, this will not affect the notes count.