Create a group life service case

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • A processor or contributor can begin the change member info request process by creating a group life case on behalf of your customer.

    Before you begin

    Role required: sn_ins_group_life.processor, sn_ins_group_life.processor_connector, or sn_ins_group_life.contributor
    Note:
    The applicable universal contributor role can also be assigned to create a case. For more information, see 110319b85caaf2e37e14ae65d0bf1e3cf4530756.dita.
    Important:
    For the agent connector or contributor role to work, they must be combined with one of the roles in CSM industry data model or Contributor users. For more information, see Roles and Personas.

    About this task

    Contributors and processors can submit group policy service requests for customers.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon.).
    3. Create a case from the group life service case list or an interaction record.
      OptionSteps
      Group life case from the group life case list
      1. In the Lists tab, under Group life service cases, click All.
      2. Select New.
      Group life case from an interaction record
      1. In the Lists tab, under Interactions, click My Interactions.
      2. Open the required interaction record for the customer.
      3. Select Create Case.

      For information on how to create an interaction, see Create an interaction.
    4. In the Create a new case dialog box, select Group life change member info.
    5. Select Create.
    6. On the form, fill in the required fields and any other related information that you've gathered from the customer.
    7. Select Save.

    Result

    Based on the request type, a policy service case is created in the New state. The case is assigned to an assignment group or a policy processor in the policy service department. The assignment group or user that the case is assigned to is based on the assignment rules.