Creating a guided onboarding case from CSM Configurable Workspace
Summarize
Summary of Creating a guided onboarding case from CSM Configurable Workspace
Agents can create onboarding cases for contacts or consumers using the CSM Configurable Workspace when they reach out via phone, email, or chat. Customers can track their progress in the submission process, view the current step, and navigate back if necessary. The interface provides options for entering accurate information to streamline the case creation process.
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Key Features
- Case Creation: Agents create cases on behalf of customers, collect essential information, add additional contacts, and upload relevant documents.
- Case Status Management: The case status progresses from Draft to New upon submission, and from New to Open when assigned to an agent.
- Customer Access: Customers can view and track their cases in the portal under My Lists > My Draft Cases.
- Case Processing: Agents manage cases by adding members, reviewing documents, checking approval statuses, and proposing solutions.
Key Outcomes
Upon successful case creation and processing, customers receive timely updates and can engage with agents to ensure their needs are met. If a proposed solution is rejected, the case reverts to the Open state for further agent action, ensuring customer satisfaction is prioritized.
An agent can create a case for a contact or a consumer when the contact or consumer reaches out through a phone call, email, or chat from the CSM Configurable Workspace.
Overview
If you're a customer accessing a playbook, you can track your progress in the submission process and see the step you’re on and the number of remaining steps that you have to do. Additionally, you can navigate back to a previous step, if needed. To expedite the process, you’re presented with some options and inputs that enable you to enter the correct information.
Creating a case
- Creates a case on behalf of the customer.
- Collects the basic information about the customer to start the case.
- Adds additional contacts to the application on behalf of the customer.
- Uploads the documents that the customer may have sent.
- Reviews and edits all the data for accuracy before submitting the application.
- The case status changes from Draft to New when it’s submitted. The agent must review and choose whether to assign the case to themselves. If the case is assigned to another agent, the new agent must review the context of the case before assigning or accepting the case. The case status changes from New to Open when the case is assigned to an agent.
If a case is created by an agent, a customer can later find and view the case from the portal for updates by navigating to .
The following diagram shows how an agent creates a case.
Processing a case
- Initiates the processing for a case by adding members, uploading documents, reviewing and submitting paperwork, and reviewing the case.
- Pre-approves the case by checking the approval status, customer information, and customer record.
- Checks the document checklist against the uploaded documents and then sends an email to the customer if there's a missing or invalid document.
- Performs background checks, initiates legal verifications, and reviews the credit history.
- Proposes a solution. The customer can accept the solution and then the agent closes the case. If the customer isn’t satisfied with the proposed solution and rejects it, the case goes back to the Open state and the customer is notified of the status. The agent then needs to provide a new solution based on the customer input.
The following diagram shows how an agent processes a case.