CRM Idea Center
Historical call notes created by inactive users should remain visible within the account and contact historical notes experience on the web so users retain complete account context regardless of employee status.
Transitions Hospice identified that when an RCC becomes inactive, their historical activity disappears from the "Historical Call Notes" section even though the activity still exists elsewhere in the system under Monthly Events. This creates an incomplete account history, causes confusion for sales representatives, and makes it difficult for new account owners to understand prior interactions with referral sources. Historical call notes for inactive users is available on mobile but not on web, where management needs more visibility.
