This chapter describes how social services and other municipal entitlement agencies can manage cases for benefits and services. It includes the following topics:

• Scenarios for Benefits Case Management
• Process of Managing Benefits Cases
• Receiving a Benefits Request
• Calculating Benefits Eligibility
• Using Siebel SmartScript to Gather Benefits Assessment Information
• Using eAdvisor to Manage a Benefits Eligibility Assessment
• Assessment of Benefits Using Templates and Activities
• Reviewing Benefits Case Details
• Referring Cases to Third-Party Providers