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Go from a piece of customer feedback to a note your whole team can act on, in one pass.

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Overview

The fastest way to learn PeerNotes is to run a real piece of work through it. This guide follows one: a Customer Success team turning a customer’s feedback into shared knowledge. You’ll save a source, comment on it where it matters, and write a note that the rest of the team picks up — the same loop you’ll repeat every day. Every step happens inside your Customer Success workspace, so switch to it (or create it) first.

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The path

1

Save the source

You’ve got a customer’s message, a call recording summary, or a churn post-mortem doc.
  • A web page (a support-forum thread, a feature request, a competitor’s changelog) — use the web clipper: open the extension on the page and Save. The page content and URL land in your Sources feed.
  • A file (PDF, doc, transcript) — open Sources in the sidebar and upload it.
Keep it private for now — you’ll share the note, not the raw material.
2

Read it and comment where it matters

Open the source in the viewer. When you hit the sentence that matters — the reason a customer is frustrated, the workaround they’ve built — select the text and choose Comment.
  • Write what you noticed: “Third escalation this quarter about export limits.”
  • @-mention the teammate who owns that account, or @PeerNotes Agent to ask “has this come up in other sources?”
The comment stays attached to that exact passage, so anyone who opens the source later sees your read of it.
3

Capture a thought or two (optional)

While it’s fresh, jot a reaction in the Thoughts feed — one line is enough: “Export limits are becoming a churn signal, not just a support annoyance.” PeerNotes links it to the source and files it under a topic automatically.
4

Turn it into a note

Create a note from the New Note sheet:
  • Add the source (and any thoughts) as References.
  • Give it a title the team will scan for: “Export limits: churn signal from Q3 escalations”.
  • Draft it yourself, or use Draft with AI with a prompt like “summarize the pattern across these escalations and recommend a next step”, then tighten it.
  • Tag a topic (e.g. Churn or Product feedback) so it sits alongside related thinking.
5

Share it with the workspace

Turn on Share with workspace. The note now appears in the Shared view of the Notes feed for every member — CS, and anyone from product you’ve added to the workspace. If you want a specific PM to build on it directly, add them as a collaborator.

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Why this order

  • Source first means every claim in your note traces back to something real a reviewer can check.
  • Comment in context captures your judgement at the moment you have it, on the exact passage — not paraphrased from memory a day later.
  • Note last means you’re composing from material you’ve already reacted to, not staring at a blank page.

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Tips

  • Lead with the point. Put the recommendation or the pattern in the first line of the note — teammates decide from that whether to read on.
  • One idea per note. “Export limits churn signal” and “Onboarding drop-off” are two notes, not one.
  • Let topics do the filing. Don’t build folders; tag a topic and move on.
  • Share early. A note marked draft, feedback welcome and shared beats a perfect note nobody sees.