Log Notes Overview
HawkSoft enables you to create a permanent record of your agency’s actions and contacts within the client. These log notes create an important history for each client’s requests and policy activity. Log notes are an important part of state-required record keeping and can be subpoenaed in the event of legal action. For this reason, they can be voided, but cannot be deleted.
The following topics will help you understand how log notes are created and the many options you have for appending log notes, linking them together, attaching documents, and more.
Intro to Log Notes Video
Using Log Notes and Tasks in the flow of work
Log Note Templates
Your agency can create Log Note templates which can include a description and log details to ensure your agency is creating consistent log notes. This topic provides instructions on how to create templates. This task is typically performed by an agency administrator or manager.
Creating a Log Note
Log notes enable you to create a permanent record of your agency’s actions and communications with each client. These log notes create an important history for each client’s requests and policy activity. Log notes are an important part of state-required record keeping and can be subpoenaed in the event of legal action.
Most log notes are automatically generated as a result of transactions made in HawkSoft, such as changing customer contact information or recording a payment. Others can be initiated independent of any transaction.
Searching and Viewing Log Notes
Log notes are associated with a client and often with a specific policy on the client. Once they are created, they are listed on the Logs tab on the client level or on a specific policy.
This topic describes how to view, search, and sort log notes.
Searching and Viewing Log Notes
Activity Tags
Activity tags are customizable keywords that users can add to logs to give additional context around actions taken or the customer interaction. At a glance, these tags reveal trends in the types of logs created for a client—such as frequent calls about late payments, occasional discussions about unsold boat policies, or notes related to MVRs.
In addition to providing quick insights, activity tags are also reportable. This allows agency managers to better understand what is driving activity at your agency. For example, a manager might run an activity tags report to see which sales campaigns are generating the most new business based on tagged interactions.
This topic covers how to apply or remove activity tags to log notes on your clients, and how to run a report on all existing activity tags.
Linking Attachments to a Log Note
HawkSoft enables you to link a log note to an existing attachment (or attachments) on the client/policy. You might want to create a new log note and link it to an attachment, or link an attachment to an existing log note.
This article explains how to link existing attachments to a log note.
Linking Attachments to a Log Note
Creating Tasks from a Log Note
You can create a Task directly from a Log Note. Creating a task from a Log Note immediately sets a reminder to follow up on the client or policy. Once a task is created on a Log Note, you can view the Task from the Log Note, the Task Center, and the Tasks tab on the client file.
Linking Log Notes
HawkSoft enables you to link related log notes together. Each log note displays the contents of all of the log notes linked to it.
Linking log notes gives you a more complete picture of your prior interactions with policy holders by grouping related log notes together and reading them in chronological order.
This article explains how to link and unlink log notes.
Copying a Log Note
This article explains how to copy an existing log note to a second policy within the same client or to a different client or policy. This is useful when information needs to be in multiple places. The option to copy, rather than move a log note, enables you to keep the existing copy in addition to creating a duplicate copy.
Moving a Log Note
HawkSoft enables you to copy a log note from one policy or client to another, and then void the log note on the original client, if needed. This is useful when documentation is accidentally entered into the wrong client or policy. This article explains how to move a log note from one policy or client to another.
Sharing a Log Note
You may occasionally need to share a log note with another agency user. HawkSoft offers a share option that copies a hyperlink directly to your clipboard. This article explains how to export a log note and how to access that log note once it is shared.
Exporting Log Notes
There may be times when you need to review log notes outside of HawkSoft, such as when working with a legal team. In these instances, it is often easier to export the log notes you need, rather than have others try to find them within the program. This article explains how to export your log data to a local text file.
Voiding a Log Note
Voiding a log note hides it from view in the Logs tab, but it will always be available for you to view, if needed.This article explains how to void, view, and unvoid log notes.
Printing or Exporting Log Notes
There may be times when you need to review log notes, such as when working with a legal team. In these instances, it is often preferable to provide a copy of the log notes outside of HawkSoft, rather than have others try to find them within the program. HawkSoft enables you to print log notes or to export them to a text file.
Creating a Batch Log Note
HawkSoft enables you to create a batch log note for selected clients from your reports. When creating a batch log note, you can set a Task for further action. This will create an identical copy of the log note and task on each policy listed in the report, enabling you to create multiple identical logs and/or tasks all at once. Additionally, you can apply a client tag to each client the batch log note is applied to.
For example, you might run a report that includes all clients with policies set to renew in the next 30 days. You could then run a batch log note on the policies in this report and set a Task for an agent/producer to contact each client and conduct an annual review.
Client Tags
You can add a Client Tag to an existing log note to create a notification to any user that opens that client file. For example, you might want to add a Client Tag to a relevant log note to indicate that the customer is late on payment. Any user opening that client file will be notified right away. The user can then click on the log note associated with the late payment tag to get more information.
Customize Client Tag Categories
Scratch Pad
ScratchPad serves the purpose of a notepad built into HawkSoft.
ScratchPad has basic options, such as copy, paste, and print for your notes. ScratchPad is commonly used to paste comments or other information into a log note.
This article explains how to use the ScratchPad available from the HawkSoft toolbar.