Microsoft OneNote for Service Center
Microsoft OneNote is a digital notebook application for capturing, organizing, and sharing information through tools not available in Service Center. Notes can be entered in Microsoft OneNote with either a stylus or mouse, can be organized into notebooks, and can be supplemented with audio, video, and drawings.
Integrating Service Center with Microsoft OneNote enables Service Center representatives to enter case notes in Microsoft OneNote instead of using standard Service Center case notes.
Considerations
Once Microsoft OneNote is integrated with Service Center, users will not be able to see any case notes entered using the standard Service Center method.
Who can use this feature?
- Browser Users
- Users require a Service Center license
- Business Admin Users, Service Center Representatives
Configuring Microsoft OneNote Integration for
All Users
- Navigate to Business Admin > Objects.
- Select the Service Center Settings object.
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Select the Default object record.
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Select the Edit icon.
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Select the type of Microsoft Integration.
Settings for Microsoft integrations apply globally to all cases in the Vault.
- None - Uses Service Center's standard Case Note capabilities
- Microsoft integrations are not available in this option
- MS Teams - Adds Microsoft Teams integration
- Enables integrated collaboration through Microsoft Teams
- Standard application Case Note
- MS OneNote - Enables Case Notes to be stored in Microsoft OneNote
- Changes the Case Note experience
- Administrators should determine the desired case note experience before deploying the Service Center application
- Toggling the Service Center application between OneNote and Case Note is not recommended
- MS Teams and OneNote - Enables both Microsoft Teams and Microsoft OneNote
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Select Save.
Signing in to Microsoft as
Service Center Representatives
The first time you sign in to Vault CRM after the Microsoft integration is enabled for Service Center, you need to sign in to Microsoft.
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Select the Log In button. The Microsoft Sign In page displays.
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Enter your Microsoft credentials.
OR
Select Sign-in options if you are using Single Sign On.- If the "Successfully logged in to Microsoft" message displays, close the Microsoft window
- If the “Unable to log in to Microsoft” message displays, contact your internal help desk for assistance
Using Microsoft OneNote as
Service Center Representatives
When you create a new case, a note is created in Microsoft OneNote from the description entered in the Create Case dialog. The note is identified by the case number assigned to the case in Service Center.
When Microsoft OneNote is enabled, the standard Case Note modal does not display.
The note also displays in Service Center’s Case Note tab.
- A spinner displays in the Case Note tab while the note is loading
- Service Center only syncs with the first page of the OneNote notebook
Service Center representatives can add comments just as they can for standard case notes. Selecting the View in OneNote link displays the case note in Microsoft OneNote.
A record of the case note creation is added to the Timeline.
When Microsoft OneNote is enabled, the Timeline does not include the Version History displayed for standard case notes.
Editing and Deleting Case Notes
Edits made to a case note in Microsoft OneNote do not display in the Service Center case note.
Deleting a case note in Microsoft OneNote removes the Service Center case note.
