SAC 360° - Adding Notes to the Service

Observations are used to record internal information about a case, allowing the team to share important details without the message being sent to the customer.

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How to add an observation

1. Go to the SAC 360° through Menu > General > SAC 360° or use the search field (magnifying glass icon) to locate the feature.

2. Open the desired case.

3. In the message field, select the option Observation.

4. Enter the information you want to record.

5. Click on Send.

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Features available in observations

In addition to text, internal observations allow you to:

• Mention users using @, notifying the collaborators involved directly.

• Insert links, making it easier to share pages, documents, and external information.

• Attach images, making it easier to record evidence, screenshots, and supporting materials.

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Important

• Observations are visible only to users who have access to the case.

• The customer does not receive or view the recorded observations.

• Mentions made in observations help speed up communication among team members.

• All records are stored in the case history for future reference.

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Usage examples

• Record information passed on by another department.

• Request support from a collaborator through a mention.

• Share links to documents, contracts, or processes.

• Add images to document specific situations.

• Inform next steps and agreements made.

• Share important details for the continuity of the case.

Using internal observations contributes to more efficient communication among the team, centralizing important information and keeping the entire case history organized.