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The Case Notes option is used to add comments and observations about the case. For more information about Case Notes, read this page.
This option is available when starting a new case or when opening the case from the Inbox, Draft, Participated, Unassigned, Paused, Review or Reassign folders.
Remember that to access and post case notes in a case, the user must be assigned with a Case Note process permission. To learn how to configure this type of permission, read the Process Permissions page.