Track government service requests using Service Request Playbook
Track all the service requests that are assigned to you or other agents in your government agency by using the Service Request Playbook.
Before you begin
Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager
About this task
When you select a case, a form opens with the following sections:
- A conversation of the interaction between the user and the government service agent.
- The action that needs to be taken on the user's part, such as accepting or rejecting a solution.
- The case details, including the case number and status.
- Any attached files.