What should you avoid including in case notes?

In case notes, it is important to maintain professionalism and focus on relevant information that assists in technical diagnosis and resolution. Including a customer’s personal feelings may not contribute meaningfully to the case and can lead to subjective interpretations. Case notes should aim to be objective, fact-based, and useful for anyone reviewing the case in the future.

Technical specifications, customer account history, and accurate descriptions of the issue are all critical components that help in troubleshooting and understanding the context of the service request. These details can guide service technicians in resolving issues effectively and with a clear understanding of the customer's previous interactions and device specifications. Keeping records purely factual and professional ensures consistency and reliability in service documentation.