Siebel Public Sector Guide > Administering Benefits Cases >

About Associating Nonbenefits Cases with Master Cases

By default, cases for a benefit or appeal category are associated with master cases. However, by default, cases for nonbenefit categories, such as investigation, immigration, and tax, are not associated with master cases. Administrators must set up this association for manually created cases.

By default, for benefit and appeal category cases, agents see both the manually and automatically created cases in the case list for a master case. For nonbenefit category cases, agents see the manually created cases in the case list for a master case if the administrator sets up the association between nonbenefit category cases and master cases.

Automatically Created Cases

Agents can upload an application to automatically create a case record. Also, agents can automatically create an appeal case. A case that is automatically created is associated with the master case for the primary contact in the application. Because an agent does not upload an application or process an appeal for a nonbenefit category, automatically created cases do not apply to nonbenefit category cases.

The Upload Case Category user property in the HLS Case business component determines the category of automatically created cases that are associated with a master case. For cases that are automatically created from uploaded applications, you can associate only one category of cases with a master case. The value in this user property is Benefit.

Manually Created Cases

Instead of uploading an application or processing an appeal to automatically create a case, agents can enter data directly into Siebel Public Sector to manually create a case. When an agent manually creates a case for the benefit category, that case is associated with the master case for the primary contact in the case. However, when an agent manually creates a case for a nonbenefit category, that case is not associated with a master case. For information about associating these cases for nonbenefit categories with master cases, see Associating Manually Created Cases with Master Cases.

Additionally, a manually created case is associated with a master case only if the manually created case has a primary contact. If the case primary contact is the same as the primary contact for an existing master case, then the case is associated with that existing master case. If the case primary contact is not the same as the primary contact for any existing master case, then Siebel Public Sector creates a new master case, and the case is associated with that new master case.