Ability to add notes to any and all customer profiles from anyone active in the CRM
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Ashlie Longacre
We need the ability to add notes to any customer profile without requiring full store data access.
Alternatively, it would be helpful to grant store data access to salespeople so they can assist one another with notes when someone is away or unavailable. However, this should be done without overwhelming them with pipeline data, conversations, and notifications from all salespeople, rather than just their individual data.
Essentially, we need a streamlined way to leave notes without all the extra information and notifications.
Shelby Parker
Thanks for writing this up, Ashlie Longacre — totally hear you on wanting a simple way for the team to leave coverage notes without opening the floodgates to everyone else’s pipeline and notifications. To make sure we’re solving the right problem, could you clarify a couple things: who should be able to add notes on a customer profile (all sales reps, managers only, BDC/service, etc.), and should they be able to note on any customer or only ones assigned to them? Also, what’s the main workflow you’re trying to support (covering for someone out, team handoffs, shared follow-ups), and what do you need to happen after a note is added (who needs visibility and is any action expected)? Lastly, when you mention avoiding overload, what are the top 1–2 things you most want to keep out of view/avoid sending (other reps’ pipelines, conversations, notifications, etc.) while still enabling note entry?
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Ashlie Longacre
Shelby Parker, 1. Universal Note-Adding: Any dealership employee should be able to add notes to any customer profile, even if the customer is not assigned to them. Whether a BDC rep takes a call, a manager steps in, or a service advisor assists, enabling everyone to leave notes ensures seamless communication without transferring customer ownership.
- Notifications & Tagging: Adding a general note should not trigger automated system actions or alerts. If someone needs to be notified, team members can use the "@" mention feature within the note to send a direct alert.
- Alerts & Pipeline Views: To avoid unnecessary notification fatigue, staff should not receive conversation alerts for customers outside their assigned account list. Furthermore, individual pipelines should only display the user's own data. Only managers need visibility into all dealership communications and data.