Using Notes with Service Requests

Using Notes with Service Requests
Notes are a critical part of Service Request management in Momentum AMS. They allow your team to document communications, updates, and internal details tied to a Service Request, ensuring a clear audit trail for every change or request made.

When used correctly, Notes help keep everyone on the same page, reduce back-and-forth emails, and provide quick access to important context for future reference.

Where Notes Appear

Notes tied to Service Requests are stored in a few places:

Activity History → Notes within the insured or policy record
In the general Notes are at the bottom of the details page.

This makes it easy to see notes in both the broader context of the insured’s activity and the specific Service Request they relate to.

How to Add a Note to a Service Request

1️⃣ From the Activity History Tab

Go to the insured’s profile.
Click Activity History, then Notes.
Click Add New.

2️⃣ From Inside the Service Request

Click Add Note (or Notes tab inside the request).
Enter your details:
- Subject (e.g., “Follow-up with carrier”)
- Type and Disposition if applicable
- Related records (policy, claim, task, etc.)
- Note text (full description of the update or action taken)
Optional: Check the Reminder box to set a follow-up date/time.

Best Practices for Notes on Service Requests

Be specific — include carrier names, contact names, and reference numbers when applicable.
Date and time context — always note when actions were taken, especially for follow-ups.
Use reminders wisely — if an action needs a follow-up, set a reminder so the system alerts you or adds it to the agency calendar.
Keep it professional — remember that notes are part of the insured’s permanent record in Momentum AMS.

✅ Pro Tip: If you need to respond to or continue a note’s conversation, add a comment under the existing note instead of creating a new, separate note. This keeps all related updates grouped together for easy tracking.