Siebel Public Sector Guide > Administering Benefits Cases >

Setting Up Quality Assurance Templates

Administrators must set up the templates that agents use as a guideline to review cases. These templates determine the specific items in cases that agents must review for purposes of quality assurance. These quality assurance reviews determine whether the case is processed according to agency procedures and governmental regulations.

After agents use a template to review cases, an administrator can change that template. However, this changed template does not apply to the previous agent reviews. After an agent uses a quality assurance template, an administrator cannot delete that template. (The Delete button for the template and the template items become disabled.)

This task is a step in Roadmap for Administering Benefits Cases.

To set up a quality assurance template

1. Navigate to the Administration - Case screen, then the Quality Assurance Templates view.
2. In the Quality Assurance Templates list, create a new record, and complete the fields as appropriate.

   The following table describes some of the fields.

   Field	Description
   Template Name	Type the name of the template.
   Case Type	Select the type of benefits or immigration program applicable to the case. For cases that are automatically created from applications submitted on a self-service Web site, this field in the case has a value of Other, but agents can change this value. Additional values include Food Stamps, Medical Assistance, Cash-Financial Assistance, Child Care, Unemployment, Visa, Passport, and Citizenship. After an agent uses this template to review completed cases, you cannot change this field. (This field becomes read-only.)
   Description	Type a description of the purpose of the template.
   Active	Select this check box to indicate that agents can select this template when they review cases.

3. In the Quality Assurance Items list that appears below the Quality Assurance Templates list, add the case items that the agent must review.

   NOTE:  If you do not add items to the template, then agents cannot select the template in the Template Name field of the QA Plans view.

   The following table describes some of the fields.

   Field	Description
   Order	Type a number for this item. When an agent uses this template, this field indicates the order in which this item appears relative to the other items in the template.
   Name	Type the name of the item that the agent must review when using this template.
   Description	Type a description of the item.