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Sharing Information About Cases with the Agency (Service Provider)

Agencies and services providers can share information about cases by adding activities, attachments, service requests, contacts, or notes to the case record.

To share information about a case with the agency

1. In Siebel Public Sector Provider Portal, navigate to the Provider Portal Case List screen.
2. Drill down on the Case Name field of the case you want.
3. Click the Activities, Attachments, Service Requests, Attachments, Contacts, or Notes view tab.
4. To view information that the agency has shared, scroll through the existing records.
5. To share information with the agency, add a new record and complete the necessary fields.

Adding Activities to Cases

Service providers can use the Provider Case Activities view of the Provider Portal Case Detail screen to create the activities and assign each activity to a team member. The list of activities provides a history of the actions that you perform in connection with the case.

To add activities to cases

1. In Siebel Public Sector Provider Portal, navigate to the Partner Portal Cases screen.
2. Drill down on the Case Name field of the case record you want.
3. Click the Partner Portal Case Activities view tab.
4. Create a new record, and complete the fields as appropriate.

   The following table describes some of the fields.

   Field	Description
   Type	Select the type of activity.
   Planned Start	Select the date and time that you plan to begin the activity.
   Description	Displays the description of the activity.
   Due	Enter a due date for the activity.
   Status	Displays the status of the activity.
   Priority	Select the priority of the activity.

5. (Optional) Select the check box in the Web Access field if you want the citizens with self-service access to the case to see the activity when they view details about the case on a self-service Web site for Siebel Public Sector E-Support.
6. Save the record.

Adding Attachments to Cases

Service providers can add more detail to a case record by attaching relevant documents and other external media using the Attachments view of the Provider Portal Case Detail screen. The attachment can be in any format, such as a word-processing document or a spreadsheet containing details of a case analysis. Attachments are useful in building an electronic case folder so that all interested parties can share information.

To add attachments to cases

1. In Siebel Public Sector Provider Portal, navigate to the Partner Portal Cases screen.
2. Drill down on the Case Name field of the case you want.
3. Click the Attachments view tab.
4. In the Attachments field, click the single select button.
5. Specify a File name or New URL to associate a document or other media with the case record and click Add.
6. (Optional) Select the check box in the Web Access field if you want the citizens with self-service access to the case to see the attachment when they view details about the case on a self-service Web site for Siebel Public Sector E-Support.

Adding Service Requests to Cases

Use this view to initiate a request for action or service fulfillment for the incident. For more information about service requests, see Siebel Field Service Guide.

To add service requests to cases

1. In Siebel Public Sector Provider Portal, navigate to the Provider Portal Case Detail screen.
2. Drill down on the Case Name field of the case you want.
3. Click the Service Requests view tab.
4. Click Add to add an existing Service Request or click New to create a new record and complete the fields as appropriate.
5. (Optional) Click Collaborate, if you have configured the Collaborate functionality.

   NOTE:  For more information about configuring the Collaborate functionality, see the Siebel Collaboration Guide.

Adding Notes to Cases

Users can also record an important note about a case and share the note with other agents, or they can designate a note as private so that only the user who created the note can view it.

To add notes to cases

1. In Siebel Public Sector Provider Portal, navigate to the Provider Portal Case screen.
2. Drill down on the Case Name field of the case you want.
3. Click the Notes view tab.
4. Select the appropriate value from the Notes drop-down list.
   • Select Public Notes to share the note with team members.
   • Select Private Notes to not share the note.
5. Create a new record, and complete the fields as appropriate.
6. (Optional) Click Check Spelling to verify spelling in the note text.

Associating Contacts with Cases

You can add existing and new contacts to cases in the Provider Case Contacts View. Users can enter details about individuals to contact in relation to the case, such as police chiefs, sheriffs, public information agents, and emergency response team members. You can use contact information for notification and correspondence purposes.

To associate a contact with a case

1. In Siebel Public Sector Provider Portal, navigate to the Provider Portal Case Detail screen.
2. Drill down on the Case Name field of the case you want.
3. Click the Contacts view tab.
4. Click Add to add an existing contact or click New to create a new Contact record and complete the fields as appropriate.
5. Select the check box in the Web Access field to give citizens with self-service access to view details about cases.
6. (Optional) Click Effective Date to capture historical values.

   For more information about setting up Effective Date functionality, see Siebel Public Sector Guide.

7. Click Save.