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Siebel Public Sector Guide > Managing Benefits Cases >
Creating a Case File During the Intake Process
This task is a step in Process of Managing Benefits Cases. If warranted, the intake agent can create an applicant 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. The Cases screen can provide additional views which are particularly useful for benefits cases. These views are listed in Table 8.
Table 8. Additional Views for the Cases Screen
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Assessments |
Use this view to add information that is used to assess the case record. See Calculating Benefits Eligibility for more information. |
Benefits Plans |
Use this view to create benefit plan records for the case. |
Claims |
Use this view to add information about policy claims. See the Siebel Insurance Guide for more information about creating claim records. |
Partners |
Use this view to track third-party organizations that may be involved in a case. See Referring Cases to Third-Party Providers and Siebel Partner Relationship Management Administration Guide for more information. |
Projects |
Use this view to enter information about any particular projects being carried out. See Siebel Partner Relationship Management Administration Guide for more information. |
Proposals |
Use this view to create proposals relating to the case. See Siebel Correspondence, Proposals, and Presentations Guide for more information. |
Presentations |
Use this view to create presentations using preconfigured templates. See Siebel Correspondence, Proposals, and Presentations Guide for more information. |
To add a new benefits case from the contact record
- Navigate to the Contacts screen > Contacts Home view.
- Using the Search form, query for the contact.
- In the contact record, click the link in the Last Name field.
- From the Contact form, click the Cases view tab.
- In the Cases list, click New.
- 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.
- 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.
- 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
- Navigate to the Cases screen > Cases Home view.
- Query for the case.
- In the Case record, click the link in the Case Name field.
- In the Case form, enter a description and then click on the appropriate view tabs to add details.
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