Understanding Notes vs. System Logs

It is important to understand the difference between Notes and System Logs.

Notes

Notes serve as your agency's activity journal.

Use Notes to document:

• Customer phone calls
• Emails
• Endorsement requests
• Conversations
• Follow-up information
• Internal documentation

Notes are intended to tell the story of what happened with the account.

System Logs

System Logs automatically record actions performed within Momentum AMS, such as:

• Records being created
• Policy updates
• User activity
• System-generated events

Unlike Notes, System Logs require no user input and are maintained automatically.

Step 1 – Create a Note

Open the insured record and select Add Note.

Document the customer's request with as much detail as possible.

Examples include:

• Add a mortgagee
• Add a vehicle
• Remove a driver
• Change a mailing address
• Update a lienholder

If applicable, associate the note with the appropriate policy.

Step 2 – Decide How the Request Should Be Managed

Once the note has been created, choose the workflow that best fits the request.

Option 1 – Save the Note Only

For simple requests that can be completed immediately, the note itself may be all that is needed.

Option 2 – Add a Reminder

If the request requires future follow-up, add a reminder to the note.

Examples include:

• Waiting for underwriting approval
• Following up with the insured
• Checking for requested documents
• Verifying carrier processing

This allows you to track future action without creating a separate task.

Option 3 – Create a Task

If the request requires assignment or workflow tracking:

• Open the note
• Select Actions
• Choose Create Task

Momentum AMS automatically copies the contents of the note into the task description.

This eliminates duplicate typing while preserving all of the original request details.

Step 3 – Configure the Task

If creating a task:

Update the task with:

• Title
• Assigned User
• Priority
• Category
• Stage or Status

For example:

Instead of using the full request as the title, use a concise description such as:

• Add Mortgagee
• Add Vehicle
• Remove Driver
• Address Change

The detailed request remains available within the task description.

Collaborating with Your Team

Notes also support internal collaboration.

Team members can:

• Add comments
• Document updates
• Record progress
• Keep everyone informed as work is completed

This creates a complete history of the request and helps eliminate unnecessary emails or separate conversations.

Why This Workflow Is Recommended

Starting with a note allows your agency to:

• Preserve the original customer request
• Build a complete activity history
• Reduce duplicate data entry
• Improve communication between team members
• Decide whether a reminder or task is actually necessary

Not every service request requires a task. In many cases:

• A note is sufficient.
• A note with a reminder is sufficient.
• A task should only be created when work needs to be assigned, tracked, or managed through your workflow.

Best Practices

• Always document customer requests using Notes.
• Associate the note with the appropriate policy whenever possible.
• Use reminders for follow-up work that does not require assignment.
• Create tasks only when workflow tracking is needed.
• Use concise task titles and keep detailed information within the note or task description.
• Encourage team members to add comments as work progresses.

Example Workflow

1. Customer requests a policy change.
2. Create a note documenting the request.
3. Associate the note with the appropriate policy.
4. Determine the appropriate next step:
   • Save the note
   • Add a reminder
   • Create a task
5. Complete the endorsement.
6. Add comments or updates to the note as work progresses.

Summary

Notes are the foundation of documenting customer service activity in Momentum AMS. They serve as the agency's activity journal, capturing conversations, requests, and follow-up information.

From a note, you can choose the workflow that best fits the situation:

• Save the note for documentation.
• Add a reminder for future follow-up.
• Create a task when work needs to be assigned or tracked.

Using this approach creates a complete history of the endorsement while giving your agency the flexibility to manage service requests in the way that best fits your workflow.