Siebel Public Sector Guide > Managing Benefits Cases > Process of Managing Service Plans for Cases >

Creating Service Plans for Cases


An agent creates a service plan to track the service goals and related activities for a case. A service plan represents an agreement between the agent and one or more contacts who are associated with the case. For example, an agent can work with a parent in a child-welfare case to create a service plan to meet the needs of the child.

This task is a step in Process of Managing Service Plans for Cases.

To create a service plan for a case

  1. Navigate to the Cases screen, then the Case List view.
  2. Drill down on the Case Name field of the case.
  3. Navigate to the Plans view, then the Service Plans view.
  4. In the Service Plans list, create a new record, and complete the fields as appropriate.

    The following table describes some of the fields.

    Field
    Description

    Plan Number

    Displays an automatically generated number that uniquely identifies the service plan.

    Plan Name

    Type the name of the service plan.

    Plan Category

    Select the program for the service plan. Values include Child Welfare, Eligibility, TANF (Temporary Assistance for Needy Families), and Unemployment Insurance.

    Plan Type

    Select the type of plan. The values that you can select depend on the value that you select in the Plan Category field.

    Plan Status

    Displays a status of Active for the service plan. Values include Active, Pending, and Completed.

    Last Name

    Select the last name of the citizen who the plan services. You can select only the contacts that are associated with the case.

    First Name

    Displays the first name of the citizen who the plan services.

    Created Date

    Displays the date and time that you create the service plan.

    Start Date

    Select the date and time that the service plan is in effect.

    Expiration Date

    Select the date and time that the service plan is no longer in effect.

    Created By

    Displays your user ID

  5. In the Service Plan Goals list, create a new record, and complete the fields as appropriate.

    The following table describes some of the fields.

    Field
    Description

    Name

    Type the name of the goal in the service plan. If you enter no data in this field, then after you save the goal record, this field is populated with the service plan name followed by the name of the template that you select, but you can change this value.

    Template

    Select a predefined activity plan that contains the activities that are associated with the goal. When you save the goal record, the Activities list is populated with the activities for the template. When you set up an activity plan for a service plan, you select Service Plan in the Type for the activity plan. For information about setting up an activity plan, see Siebel Applications Administration Guide.

    Planned Start

    Select the date and time that you plan to begin work on the goal.

    Planned End

    Select the date and time that you plan to end work on the goal.

    Description

    Displays the description of the template that you select, but you can change this value.

    Status

    Displays a status of Active for the goal.

    Lock Assignment

    Select this check box if you do not want Assignment Manager to assign this goal to another user.

  6. (Optional) In the Activities list, create additional activity records.

    The records in this Activities list do not appear in the calendar.

Siebel Public Sector Guide Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Legal Notices.