Has anyone used a third party product or done any enhancements with the Hotline notes functionality for the Service Call entry in Field Service?
We have a client who uses the Service Calls quite extensively and makes use of the Hotline notes but is realizing the limitations of the Hotline notes.
Since all Hotline notes are stored in a single database field, and that field is limited in size, it presents several problems.
1. A user needs to read through all the notes in the note field to find information.
2. It is difficult to share the information with clients as there is not way to separate internal private comments from those comments which should be visible.
Some features the customer needs are:
1. Ability to separate private comments.
2. Send copy of update to notes to customer.
3. Ability to sort , classify and report on logged notes.
Essentially, they require the sort of activity support native to CRM Cases - but due to the contract requirements and budget they need to stay in GP.
