Notes FAQ

Is there a character limit for notes? 

There is no character limit in notes on cb Engage, cb Track, or cb Intake. When pulling reports on notes in Reporting, there is a character limit of 8,164 characters. 

Why Aren’t My Service Notes Linking to the Case?

Service notes link to a case only if the service enrollments are created directly within that case in Engage. If the enrollments are created under a provider in Track instead of within the case, the system cannot connect the service notes to the case.

How to Fix This:

1. End the incorrect service enrollments in Track.
2. Create new service enrollments directly in the correct Engage case.

This will ensure that all future service notes link to the correct case automatically.

Note: This fix only applies to notes created moving forward. Past notes will need to be manually updated to link them correctly.

Why am I seeing two different date and time entries in my service note?

If you originally saved your note as a Contact Note and later changed it to a Service Note, the details from the original Contact Note will still appear above your Service Note. This preserves the history of the note type change and ensures all relevant information remains visible.