Siebel Public Sector Guide > Managing Benefits Cases >

Creating a Case File During the Intake Process

If warranted, the intake agent can create a customer case file which can then be routed to a manager for review. Case records can be created from the contact record as well as from the Cases screen.

This task is a step in Process of Managing Benefits Cases.

To add a new benefits case from the contact record

1. Navigate to the Contacts screen > Contacts Home view.
2. Using the Search form, query for the contact.
3. In the contact record, click the link in the Last Name field.
4. From the Contact form, click the Cases view tab.
5. In the Cases list, click New.
6. In the Cases dialog box, query for the case.

   If the case does not exist, click New.

   NOTE:  The application allows users to create multiple case records with the same case name. Case records are uniquely identified by the case number, which is automatically assigned to the case record.

   When a case is created, the case status is set to active. The Date Opened field contains a case creation time stamp, and the primary team member, identified in the Team field, is, by default, the case record creator. Additional team members can be associated with the case.

7. In the Case record, name the case and select a value in the Sub-Status field.

   For example, a substatus for a Benefits case might be Intake, Screening, or Referral.

8. In the Case Type field, select a value that describes the case type, and in the Stage field, select the case stage.

   For example, the case type might be Entitlements, and the case stage might be Application.

To add details to the benefits case record

1. Navigate to the Cases screen > Cases Home view.
2. Query for the case.
3. In the Case record, click the link in the Case Name field.
4. In the Case form, enter a description and then click on the appropriate view tabs to add details.