Assign a payment inquiry case
Assign a payment inquiry case to yourself or to another inquiry agent so that you or another agent can start investigating the case.
Antes de Iniciar
Role required: sn_bom_payment.inquiry_agent, sn_bom_payment.inquiry_agent_connector, or sn_bom_payment.admin
Por Que e Quando Desempenhar Esta Tarefa
When a payment inquiry request is submitted, the inquiry case is automatically assigned to an assignment group or user in the payment inquiry department. The assignment is based on the configured assignment rules. If the case is assigned to an assignment group, any member from the group can triage the case themselves or assign the case to another member of the group.
Procedimento
- Navigate to .
-
Select the lists icon (
).
- In the Lists tab, under Payment Inquiry Cases, click All.
- In the list, click a case to open it.
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Assign the case.
- To assign the case to yourself, click Assign to me.
- To assign the case to another agent, select an agent in the Assigned to field.
Resultado
The case is assigned to an inquiry agent. If the agent also belongs to an agent assignment group, the group's name appears in the Assignment group field.