Using Information Request Playbook
Summarize
Summary of Using Information Request Playbook
The Information Request Playbook for Public Sector Digital Services is designed for case agents and managers to effectively manage and resolve information requests and public records. This playbook provides step-by-step guidance through the lifecycle of an information request case, accessible via the Playbook tab in the CSM Configurable Workspace.
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Key Features
- Stage Guidance: The playbook is divided into stages, each containing activities or steps to complete.
- Automated Activities: Includes features like auto-sending emails to customers upon completion of certain stages.
- Visual Workflow: Allows users to visualize the entire lifecycle of an information request workflow.
- Process-based Experience View: Displays constituent information and case task details prominently.
Playbook Stages
The playbook includes the following stages:
- Intake: Guides the record creation process by capturing details and assigning to the right agent.
- Review: Acts as a checkpoint for duplicate cases and validates case details.
- Process: Provides guidance for fulfilling information requests.
- Decision: Captures and communicates the necessary documents to involved parties.
Key Outcomes
By utilizing the Information Request Playbook, customers can expect to:
- Streamline the management of information requests.
- Enhance collaboration and communication among agents and constituents.
- Improve case resolution efficiency through structured workflows.
If you're an information request case agent or manager, you can use the Information Request Playbook for Public Sector Digital Services to manage and resolve requests for information and public records.
A playbook provides you with step-by-step guidance through the life cycle of an information request case.
- View the playbook stages and activities.
- Select an activity and perform the work to complete that activity.
- Mark an activity as complete and move to the next activity or stage.
- Complete the stages and activities to resolve the case.
The workflows for a type of case and the activities that you need to resolve these cases are in the playbook. By using a playbook, you can visualize the entire life cycle of the information request workflow.
Playbook stages
| Task | Description |
|---|---|
| Intake | Guides you through the record creation process by capturing the details of the information request and assigning it to the right agent. |
| Review | Acts as a checkpoint for duplicate cases and provides you with an opportunity to review the case details to verify that the issue is valid and needs to be resolved. |
| Process | Guides you through the activities for the information request fulfillment. |
| Decision | Captures and communicates the documents and information to the constituent and any other agents or involved parties. |
Playbook layout
A playbook is made up of several areas, including the playbook life cycle, the playbook work area, and the contextual side panel. The activity view determines how the stages and activities appear in the playbook.
The default activity view for the Information Request Playbook is the Process-based experience view. This view, which is shown in the following example, shows constituent or business information and case task information at the forefront of the playbook work area as you work on it.
- A horizontal stage picker that gives the agent a complete view of the entire process and where they currently are in that process. Agents can use the stage picker to track their overall progress as they work on cases.
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Record information on the left side of the page, such as the contact information that is always available.
- Related records in the contextual side panel supported by the dynamic related records component.
| Playbook area | Description |
|---|---|
| Playbook header |
|
| Playbook Lifecycle |
|
| Playbook work area |
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| Contextual side panel |
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| Constituent or Business Card |
|