Configure and Use Interaction Summaries in Public Sector

Interaction summaries in Public Sector provide a single guided flow that enables users to take detailed notes of meetings and conversations with constituents or case participants. The flow provides rich text formatting and a large note-taking canvas that make it easy to effectively capture information, add action items or next steps, list attendees, attach relevant files, and share the notes with other users. They can also categorize notes with interest tags so that it’s easy to search for and filter summaries to find notes from previous interactions.

The interaction notes guided flow to create and edit interaction notes uses these two Omniscripts: AdvancedNotes/AddNote and AdvancedNotes/InterestTag. The flows are activated and work out of the box. If desired, clone and customize them as per your requirements.

Set up interaction summaries for users to create and edit notes, and to publish them. You can also set up an approval process for users to review and approve their interaction notes before they publish them. A published note locks the related interaction summary and prevents further edits. Say, for example, that a caseworker writes an interaction note of a conversation with a client. The caseworker can publish the note to preserve the integrity of the interaction summary so that the note can be used as a witness statement or as evidence in a legal investigation.