Onboarding case type

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Onboarding Case Type

    The Onboarding case type in ServiceNow facilitates the onboarding of customers for products or services. It includes a playbook that guides agents through the onboarding lifecycle, with cases identified by the ONB prefix (e.g., ONB0001007). Agents can access cases through the Onboarding Cases module, which features various lists such as My Onboarding Cases and Unassigned Onboarding Cases.

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    Key Features

    • Case Creation: Agents can create onboarding cases for new customers or existing customers acquiring new products. The case form includes a New customer check box to enable the collection of new customer information.
    • New Customer Information: This section is activated when the New customer check box is enabled, allowing fields for Customer Type, Business Name, User Name, Phone number, and Email to be filled out.
    • Additional Members: Agents can add users or business entities to the onboarding case using the Additional Members related list, selecting from types such as Accounts, Contacts, and Consumers.
    • Case Stages and States: Onboarding cases progress through six stages: Initiate, Pre-approval, Data Capture, Due Diligence, Resolve, and Close, with statuses that reflect the current state of the case.

    Key Outcomes

    By utilizing the onboarding case type effectively, agents can streamline the onboarding process, ensuring all necessary customer information is collected and that cases are efficiently managed as they progress through various stages. This structure helps in achieving timely resolutions and enhances customer satisfaction.

    Agents can use the onboarding case type to capture the details when onboarding customers for a product or service.

    The onboarding case type includes a playbook that provides step-by-step guidance through the lifecycle of the onboarding process.

    Onboarding cases use the ONB prefix in the case number. For example, ONB0001007. Onboarding cases appear in the Onboarding Cases module in the following lists:
    • My Onboarding Cases
    • All Onboarding Cases
    • Unassigned Onboarding Cases
    • Escalated Onboarding Cases

    When creating a new case, agents can select Customer Onboarding from the list of available case types.

    Creating onboarding cases for new or existing customers

    Customer service agents can create cases to onboard new customers or to onboard existing customers for new products.

    The onboarding case form includes the New customer check box. Agents can enable this check box to display the New Customer Information section on the Case form. This form section includes fields that you can use to collect information and create a new customer record.
    Note:
    A new customer does not have an existing account, contact, or consumer record.

    If an existing case already has the Account and Contact or Consumer fields populated, then the New customer check box is disabled.

    When saving an onboarding case:
    • If the New customer check box is enabled, the Account and Contact or Consumer fields are not required to save the case.
    • If the New customer check box is disabled, the Account and Contact or Consumer fields are required to save the case.

    New Customer Information form section

    The New Customer Information form section includes fields that agents can use to collect information. This information is then used to create a customer record. These fields include:
    • Customer Type: either Business or Individual
    • Business Name: required when the customer type is Business
    • User Name: required when the customer type is Individual
    • Phone number
    • Email

    Additional members

    The onboarding case type includes the Additional Members related list on the Case form. Agents can use this related list to create the users or business entities that should be included in the onboarding case.

    Additional members can be any of the following:
    • Accounts
    • Contacts
    • Consumers
    Agents select information from the following fields when adding a member to an onboarding case:
    • Type: the type of user to be added. For example, a joint owner or a beneficiary or a sub-account.
    • Name: the name of the contact or consumer or account.
    Note:
    If using the onboarding playbook, the user is also added to the Member Information card in the Add additional members step of the Initiate stage.

    Onboarding case type stages and states

    An onboarding case moves through several stages and states as the agent works to case resolution.

    An onboarding case has six stages:
    • Initiate
    • Pre approval
    • Data capture
    • Due diligence
    • Resolve
    • Close

    As an onboarding case moves through the stages listed above and toward a resolution, the case status is updated. Stage and status are related to each other as described in the following table.

    Table 1. Onboarding case stages and status
    Stage Status Description
    Initiate New An onboarding case is created in the Initiate stage with a status of New. An onboarding case can only be in the New state during the Initiate stage.
    Initiate Open The state of an onboarding case state changes to Open when the case is assigned to an agent.
    Pre approval
    • Open
    • Awaiting Info
    		 In the Pre-Approval stage, an onboarding case can be in either the Open or Awaiting Info states.

    The case moves to the Awaiting Info state when an agent clicks Request Info.
    Data capture
    • Open
    • Awaiting Info
    		 In the Data Capture stage, an onboarding case can be in either the Open or Awaiting Info states.

    The case moves to the Awaiting Info state when an agent clicks Request Info.
    Due diligence
    • Awaiting Info
    • Under Review
    		 In the Due Diligence stage, an onboarding case can be in the Awaiting Info or Under Review states.

    The case moves to the Awaiting Info state when an agent clicks Request Info.

    The case moves to the Under Review state when an agent clicks Submit for Review.
    Resolve
    • Review Complete
    • Resolved
    		 In the Resolve stage, an onboarding case can be in either the Review Complete or Resolved states.

    The case moves to the Review Complete state when an agent clicks Review Complete.

    The case moves to the Resolved state when an agent clicks Propose Solution.
    Close Closed The case is closed.