Siebel Public Sector Guide > Managing Benefits Cases >

Updating Benefits Cases

When an agent uploads an application for a citizen, if no applicable case record exists for the citizen, then a case record is automatically created, and if an applicable case record exists for the citizen, then that case record is automatically updated. Agents can update case records from the Master Case view. From this view, agents can access the Cases view, which provides additional views that are applicable to benefits cases.

A created or updated case file can be automatically routed (using Assignment Manager) to a manager for review, or the agent can manually route the file to a manager for review. For more information about automatic approval routing, see Submitting Cases for Approval and Approving Cases in the Inbox.

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

To update a benefits case

1. Navigate to the Contacts screen, then the Contacts List view.
2. Drill down on the Master Case number (#) field of the contact record for the citizen.

   The Master Case form appears, and below the form, a list of cases that are associated with the master case appears.

3. If you want to add a new case to the master case, then click New, and enter the name of the case in the Case Name field.

   The Category field of the case is populated with a value of Benefit, but you can change this field. The contact information for the case is populated with the contact information for the master case.

4. If you want to add data to an existing case, then drill down on the Case Name field of that case, and click the appropriate view tabs in the Case form to add details.