Create a dispute service case
An agent can begin the dispute service process by creating a dispute case on behalf of a customer.
Before you begin
- Explore the User experience enhancements in dispute agent workspace.
- Role required: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_agent_connector, or sn_bom_credit_card.contributorNote: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.
Procedure
- Navigate to .
- Select the lists icon.
-
Create a case from the dispute service case list or an interaction
record.
Option Steps Dispute case from the dispute case list - In the Lists tab, under Card disputes service cases, click All.
- Select New.
Dispute case from an interaction record - In the Lists tab, under Interactions, click My Interactions.
- Open the required interaction record for the customer.
- Select Create Case.
For information on how to create an interaction, see Create an interaction.
- In the Create a new case dialog box, select Card disputes services from the category list.
- From the Select service list, select Dispute card transactions.
- Select Create.
- On the form, fill in the required fields and any other related information that you've gathered from the customer.
- Select Save.
Result
- A dispute service case is created in the New state and the workflow is triggered.
- The case is assigned to an assignment group based on the defined assignment rules.