Requirements for Meeting Notes.
For end-users: Capture and share Meeting Notes from within Riva Insight.
Creating, updating, and sharing Meeting Notes from Riva Insight requires configuration in three places:
- Ensure that your reporting structure in Windows AD is up to date.
- Configuration in Salesforce.
- Configuration in Riva.
Step 1: Ensure That Your Reporting Structure in Windows AD is up to Date
Windows AD needs to be up to date because Riva reads the manager information from Windows AD and not from the CRM.
Step 2: Configure One or Two Items in Salesforce Before Enabling Meeting Notes in Riva
- Enable shared activities. (The link opens a page in Salesforce.com.)
- Enable notes.
Step 2a: Enable Shared Activities
See the Salesforce help topic Enable shared activities.
Step 2b: Enable Notes in Salesforce Lightning
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Log in to Salesforce as an administrator.
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On the top-right menu, select Setup.
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Near the top left, search for Notes Settings, and select Notes Settings.
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On the right pane, select Enable Notes and select Save
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If the Salesforce Notes Settings page displays this message: "After enabling Notes, you'll need to complete a few additional steps. See Set Up Notes in the Salesforce Help.", then follow the link in Salesforce, and complete the additional steps.
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Near the top left, search for Object Manager, and select Object Manager.
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On the Object Manager page, in the left column, scroll down, and select Event.
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On the Event page, in the left column, select Page Layouts. On the right pane, select Event Layout.
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In the top left of the layout pane, select Related Lists.
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Select and drag the Notes item into the Related List section at the bottom of the page layout.
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Save the layout.
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For the Account and Opportunity modules, repeat steps 6–11, but replace "Event" with "Account" or "Opportunity".
Step 3: Enable and Configure Meeting Notes in Riva
Select the link that applies to your platform of Riva:
Enable and configure Meeting Notes in Riva Cloud
- Log in to Riva Cloud.
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On the Dashboard, select Edit policy.
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On the Synchronization Policy Settings page that appears, select the Riva Insight tab.
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To the right of Meeting Notes, click the Disabled toggle to enable Meeting Notes.
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Under Options, configure the following:
- Enable the Share Meeting Notes feature? Selecting Yes enables any of the internal participants to share their Meeting Notes with the other internal participants, the account team, and the organizer's manager. If no account team has been enabled for an organization, the Meeting Notes are sent only to the other internal participants and the manager.
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Enable the Share Meeting Notes Reminder feature? Selecting Yes causes reminders to be sent to an internal participant who has written Meeting Notes and hasn't shared them yet. The reminders are also sent to the participant's manager. Reminders are sent daily, starting on the business day that is configured in the next option.
- Remind users of an unshared meeting note [...] days after they created it. Specify the number of business days after the meeting took place that the first daily reminder is sent. Default: 1 day; that is, the reminders begin on the first business day after the meeting
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Save the policy.
Result: When a participant chooses to share a Meeting Note, the Note is shared during the next sync cycle.
Enable and configure Meeting Notes in Riva On-Premise
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Open the Riva Manager application.
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On the right-pane, double-click the policy that synchronizes internal meeting participants and organizers who need to share Meeting Notes, as well as their managers and account teams.
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In the Edit CRM Synchronization Policy window that appears, click the Riva Insight tab.
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Select the Enable Meeting Notes feature check box.
- Enable the ability to Share Meeting Notes: Selecting this check box enables any of the internal participants to share their Meeting Notes with the other internal participants, the account team, and the organizer's manager. If no account team has been enabled for an organization, the Meeting Notes are sent only to the other internal participants and the manager.
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Enable the ability to Share Meeting Notes Reminder feature: Selecting this check box causes reminders to be sent to an internal participant who has written Meeting Notes and hasn't shared them yet. The reminders are also sent to the participant's manager. Reminders are sent daily, starting on the business day that is configured in the next option.
- Remind users of an unshared meeting note [...] day(s) after they created it. Specify the number of business days after the meeting took place that the first daily reminder is sent. Default: 1 day; that is, the reminders begin on the first business day after the meeting.
At the bottom of the window, click OK.
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Save the policy.
Result: When a participant chooses to share a Meeting Note, the Note is shared during the next sync cycle.
- Capture Meeting Notes.
- Edit Meeting Notes.
- Delete Meeting Notes.
- View Meeting Notes in CRM.
- View Meeting Notes shared by email.
- Deal with a reminder to share Meeting Notes.
- Troubleshoot why your shared Meeting Notes are not sent to your manager.
The Meeting Notes feature makes the workflow convenient and very flexible:
- You can capture Meeting Notes during the meeting, and drafts are automatically saved until you come back to them.
- Notes are shared and tracked to CRM at the click of a button.
- By default, your notes will be sent to the internal attendees of the meeting, your manager, and the account team.
- Meeting Notes can be edited from Riva Insight at any time and be shared and tracked.
- Email reminders are sent to you if you forget to edit and send the notes off.
Note: Any CRM user meeting participant can write, edit, track, and share Meeting Notes (or delete them). This is done on an individual basis, and another individual cannot complete the same actions on someone else's Meeting Notes.
To Capture Meeting Notes
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In Riva Insight, select an appointment, meeting, or calendar item.
Note: If you select an email for display in Riva Insight, the Meeting Notes section is not available.
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In the appointment, meeting, or calendar item's Meeting Notes section, write your Notes in rich text.
Tip: To increase the size of the Meeting Notes area, drag and stretch the 3-dash line.
To format your Notes, you can use the formatting icons across the top of the Meeting Notes section or use the CTRL keyboard shortcuts:
- CTRL+B – Bold.
- CTRL+I – Italic.
- CTRL+U – Underline.
- CTRL+A – Select All.
- CTRL+\ – Remove font style.
- CTRL+SHIFT+S – Strikethrough.
- CTRL+SHIFT+NUM7 – Unordered list.
- CTRL+SHIFT+NUM8 – Ordered list.
- CTRL+[ – Outdent.
- CTRL+] – Indent.
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Do one of the following:
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To track and share the Meeting Notes immediately, click Track.
- or -
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To postpone sharing the Meeting Notes (to save them for future edits) but track them now, clear the Share internally check box, and click Track.
Note: If you have shared your Meeting Notes, next time you navigate back to the meeting in Riva Insight, you will see a visual indicator that shows the last date and time you shared your Meeting Notes with the team.
After tracking Meeting Notes, whether you have shared them or not, you can still edit them.
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To edit Meeting Notes
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In Riva Insight, select the appointment, meeting, or calendar item whose Meeting Notes you want to edit.
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In the appointment, meeting, or calendar item's Meeting Notes section, edit the notes in the message text box.
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Do one of the following:
- To track and share the Meeting Notes immediately, ensure that the Share internally check box is selected, and click Track.
- or - - To postpone sharing the Meeting Notes but track them immediately, clear the Share internally check box, and click Track.
Note: You will see a visual indicator in Riva Insight that shows the last date and time
- after tracking updated Meeting Notes to the CRM, whether you have shared them or not;
- after sharing your Meeting Notes.
- To track and share the Meeting Notes immediately, ensure that the Share internally check box is selected, and click Track.
To delete Meeting Notes
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In Riva Insight, navigate to the tracked meeting and click Edit Tracked Appointment.
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In the Meeting Notes field, erase the entire contents, and click Track.
Result: After the meeting has been tracked, the meeting note will be deleted from the CRM.
Limitation: If a meeting note is deleted in the CRM, the Meeting Notes field in Riva Insight will not be cleared.
To view Meeting Notes in the CRM
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In Salesforce, navigate to the standard Salesforce event whose Meeting Notes you want to see.
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Click the Related tab associated with the meeting.
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Click the meeting title that is displayed to view the meeting notes in full.
Notes:
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The title of the tracked Meeting Notes is [Date (yyyy-mm-dd)]|[Meeting Title] - Author: CRM Username
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Meeting notes in Salesforce are related to the Event and to the Account for ease of access.
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Meeting Notes are publicly visible from the Account or Opportunity view.
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If you take notes for a private meeting, the notes will be accessible to attendee users.
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To view Meeting Notes Shared by Email
Meeting Notes are shared by email with the internal attendees, manager, and account team after a user selects the Share Internally option.
- When you view the Meeting Notes email in your mailbox, Riva Insight loads all of the appointment details.
- The email header has the meeting summary details, such as Date, Location, Subject, and a link to the Account in CRM.
- The Notes section, along with the Meeting Notes, has the date and time stamp when the note was shared.
Dealing with a reminder to share your Meeting Notes
Meeting Notes also has an additional notification feature if the notes have yet to be shared.
The notifications are sent at the end of each day.
Troubleshooting: The Meeting Notes Are Not Sent to Your Manager
Issue: When you share your Meeting Notes, they are not sent to your manager but to someone else.
Likely cause: Windows AD has not been updated with the correct information about your current manager.
Solution: Ask your Office 365 or Exchange administrator to verify if Windows AD needs to be updated with the correct information.
For end-users: Capture and share Meeting Notes from within Riva Insight.
- Minimum requirements.
- Capture Meeting Notes: overview:
- Share Meeting Notes: overview:
- Email reminder to share Meeting Notes:
- Viewing Meeting Notes in the CRM.
- Limitations.
Riva's introduction of Meeting Notes is an efficient process of writing meeting notes and sharing them with internal attendees — all within Riva Insight. This limits context switching between different applications and streamlines the workflow by having the notes synced and saved straight to CRM as well.
Minimum Requirements
- Riva Insight 2021.2
- Riva Sync 2021.2 or Riva Cloud 2021.2
Capture Meeting Notes
The Meeting Notes feature is convenient for writing meeting notes — in Outlook, open a calendar item and start writing within Riva Insight. The note-taking process streamlines the workflow by having the notes saved as drafts that can be revisited later before being sent off and synced straight to CRM with a single click.
Meetings are a daily staple for professionals, and lots of information tends to become blurred by the end of the day. Some people view meetings as tedious because they can be unproductive and involve a lot of circling around information that could have been emailed or has already been discussed.
Capturing meeting notes benefits the user and their teams by providing a window into the discussion that has occurred in meetings. It fills conversation gaps if someone forgot the discussion points or missed a meeting.
Old Way | Riva Way |
Lack of note-taking platform that can be synced easily to CRM. |
Meeting notes can be captured in Riva Insight in Outlook. |
Meeting notes must be manually entered in CRM. |
Meeting notes are synced from Riva Insight to CRM. |
No easy way to edit meeting notes once they are logged in CRM. |
Editable and can be updated at any time from Outlook via Riva Insight. |
Missing and delayed meeting notes in CRM cause gaps in client engagement intelligence and follow-up. |
No delays or missing data when meeting notes are properly logged or updated in CRM. |
What Capture Meeting Notes does
- Attendees can write meeting notes using the Track in CRM feature of Riva Insight.
- All meeting attendees who are Riva Insight users can create or edit their own meeting notes in Riva Insight without leaving Outlook.
- Notes are drafted or auto-saved until they are submitted.
- The notes can be saved on demand, and contents are displayed when the meeting is reopened.
- The auto-save time interval can be configured.
- The draft state of capturing notes is visually indicated:
- Draft Saving and Draft Saved.
- Tracking and Tracked.
- The date and time the note was last saved or tracked can be displayed.
- Note visibility disclaimer.
- A note draft can be discarded:
- If a note has not been tracked yet, it returns to the default empty state.
- If the note has already been tracked, then the note is reverted to the last tracked values.
- Notes are synced to CRM for both the Event and to Account or Opportunity
- Meeting notes synced to Salesforce are titled [Date (yyyy-mm-dd)]|[Meeting Title] - Author: CRM Username
Share Meeting Notes
Sharing meeting notes with internal meeting participants is a simplified process for the user's workflow — in Outlook, open a calendar item's meeting notes, and share them in one or two clicks. No need to go through the extra steps of creating an email, looking up all the participants, and attaching the notes. Riva's Meeting Notes provides users with the convenience to share notes right after capturing their meeting notes.
Professionals attend multiple meetings in a day and often capture meeting notes but forget to distribute them. Sharing meeting notes streamlines the post-meeting process and provides timely updates and expectations for the involved internal parties.
Old Way | Riva Way |
Meeting notes need to be manually copied from CRM and emailed to the team. |
Meeting notes are prepared and shared with a button click to all internal attendees and manager. |
Recipients of meeting notes are manually identified. |
The notetaker can automatically share notes with the set recipients and meeting attendees. |
Notetakers must remember to manually complete and distribute meeting notes to the right people. |
The notetaker receives an automated reminder to complete and share meeting notes if the default time has passed. |
No easy way to copy or add the members or redistribute notes to the team(s). |
Notes can be updated and shared again at any time. |
No way to confirm which meeting notes have been distributed without going through CRM data. |
Quick visual indicators show which meeting notes have been shared. |
- Attendees who wrote meeting notes can share their notes with
- Internal invitees, even those who did not attend the meeting;
- Account team members, including the account manager and account owner;
- Riva Insight users
- can share their notes independently at any suitable time;
- can receive notification emails and see labels in Track in CRM that indicate that their notes were received and at what time;
- are prevented from accidentally re-sharing meeting notes that have not changed since the last time they were shared.
- The notetaker's manager
- Even if not invited, can be configured to receive the meeting notes;
- Can be configured to receive a notification if a participant's notes have not been shared by a certain time.
- Reminders to share notes can be configured. A user will receive one reminder per day to share the notes with the team.
Email Reminder to Share Meeting Notes
Users may be overwhelmed with a packed calendar of back-to-back meetings and forget to share their meeting notes right away — especially if they like to groom the contents before sharing them with their team. The email reminders feature is made to be easily configurable and to nudge notetakers to share the meeting notes at the end of the day.
Sharing meeting notes streamlines the post-meeting process and provides timely updates and expectations for the involved internal parties. This is reliant on users remembering to send the meetings notes. The introduction of email reminders will send notifications for users that have yet not sent their notes.
Old Way | Riva Way |
No accountability for the notetaker. |
The notetaker receives reminders to publish the notes. |
Lack of configurable and automated options when sending reminders specifically for meeting notes. |
Reminders can be configured based on the frequency and the time frame when notifications can be sent. |
The notetaker's manager wasn't necessarily aware of what was being sent. |
The notetaker's manager can be notified that notes have yet to be shared. |
What email reminder to share Meeting Notes does
- Reminds the notetaker to send out notes at the end of the day.
- The organizer's manager can be configured to receive a notification if a participant's notes have not been shared by a certain time.
- Reminders to share notes can be configured. A user will receive one reminder per day to share the notes with the team.
Viewing Meeting Notes in Salesforce
An attendee's access to other CRM users' notes is limited due to Salesforce's master-child relationship rule. In other words, the standard Salesforce event does not display the Meeting Notes of all the CRM user attendees. (See Salesforce's article Child Events created for attendees do not reference the parent Event.)
Fortunately, CRM users can easily access meeting notes from the associated account or opportunity record.
Limitations
- Meeting Notes are available only for calendar items. The notes are available with the Event, Account, or Opportunity.
- The character limit of the meeting notes is 1,683,000 characters.
- The size limit for notes in Salesforce is 50 MB of data.
- Limitation when viewing Meeting Notes in Salesforce.