Siebel Public Sector Guide > Managing Tax Cases >

Working with Tax Case Files

Cases in Siebel Public Sector can be created either manually or automatically.

When creating a case manually, a tax case worker navigates to the Cases screen and creates a new case record with pertinent details (such as the associated contact). Alternatively, the user can navigate to the Contacts screen and create a case record for the contact.

When a case is created, its status automatically defaults to Active. The agent can scan a document such as a tax return to create an attachment record in the system. The agent also can associate a case record with previous scanned documents that are available in another document management system. For example, if the tax agency electronically stores tax returns in a document management system such as File Net™ or Documentum™, then documents from these systems can be associated with the case records as attachments.

Case records can also be automatically created based on events in external systems, with the help of a configured workflow. Additionally, case records can be loaded in bulk using Siebel Enterprise Integration Management (EIM) or eBusiness Application Integration (eAI). For more details on using EIM and EAI, see the Siebel Enterprise Integration Manager Administration Guide and the appropriate Siebel eBusiness Application Integration document on Siebel Bookshelf.

Creating Multiple Case Records

A tax case worker may be required to create multiple cases for the customer. For example, a corporate customer might have an open case for the tax period because of a pending inquiry into the filed tax return, and the tax case auditor has opened another case for a new tax period. To meet this type of requirement, the tax case worker can create multiple case records for the customer.

To add a tax case file

1. Navigate to the Cases screen > Cases Home view.
2. In the Add form, enter details about the new case.
3. Click Add and Go.