Understanding Case Management for Industries

This chapter discusses:

• Case management for financial services.

• Case management for insurance.

• Case management for communications.

• Case management for energy.

• Case management for government.

• Core functionality.

Case Management for Financial Services

The case and solution functionality for the financial services solution is based on the case and solution functionality found in the PeopleSoft Call Center applications.

Some functionality has been configured for financial services business needs, including.

• Financial services case types.

• Billing Account and Financial Account searches.

Case Types

PeopleSoft provides the following case types specifically for the financial services industries:

• Add/Modify ATM Card

• Close Account

• Complaint

• Fulfillment Request

• Pick-up / Drop-off

• Question/Problem

• Service Request

Case Management for Insurance

The case and solution functionality for the insurance industry solution is based on the case and solution functionality found in the PeopleSoft Call Center applications.

Some functionality has been configured for insurance business needs, including.

• Insurance industry case types.

• Billing Account and Financial Account searches.

Case Types

PeopleSoft provides the following case types specifically for the insurance industry:

• Claim Request

• Close Account

• Complaint

• Fulfillment Request

• Pick-up / Drop-off

• Question/Problem

• Service Request

Case Management for Communications

The case and solution functionality for the communications industry solution is based on the case and solution functionality found in the PeopleSoft Call Center applications.

Some functionality has been configured for communications industry business needs, including.

• Communications industry case types.

• Account Number and Service Phone Number searches.

Case Types

PeopleSoft provides the following case types specifically for the communications industry:

• Administrative Quest

• Bill Dispute

• Complaint

• Fraud

• Literature

• Product Defect

• Question or Problem

• Service Request

Case Management for Energy

The case and solution functionality for the energy industry solution is based on the case and solution functionality found in the PeopleSoft Call Center applications.

Some functionality has been configured for energy industry business needs, including.

• Energy industry case types.

• Site-specific searches.

  These searches include Site Address, Site City, Site Country, Site State, and Site Postal.

Case Types

PeopleSoft provides the following case types specifically for the energy industry:

• Complaint

• Power Outage

• Bill Dispute

• Question

• Service Request

Case Management for Government

The case and solution functionality for the government solution is based on the case and solution functionality found in the PeopleSoft Call Center applications.

Some functionality has been configured for government business needs, including.

• Government case types.

• Anonymous callers.

  An anonymous caller is a person who does not provide a name when opening a case. An anonymous caller can be a guest user (a person not registered in the database) who reports an incident, or a registered user who does not have any personal data attached to the case. For an anonymous caller, no personal information is required before saving the case, and no personal information is saved in the database.

  Note. The anonymous caller can be used by any display template. It is enabled for government when delivered.

• Incident location.

  You can identify the location of an incident using an explicit street address or an intersection. If you use ESRI integration for mapping functionality, the system sends the address or intersection information to the ESRI system, which returns the latitude and longitude for the incident location. This enables you to view the location of the incident on the map when you click the Map Dashboard toolbar button. Incident location information is not required to save the case.

  Note. The incident location can be used by any display template. It is enabled for government when delivered.

Case Types

PeopleSoft provides the following case types specifically for government:

• Administrative Quest

• Biz Development

• Complaint

• Employment

• Events

• Legal Notice

• Literature Request

• Outside Jurisdiction

• Permit / Renewal

• Question

• Report Problem

• Report Tip

• Service Request

• Suggestion

Core Functionality

The case functionality for all industry solutions is built on core CRM Call Center functionality. It is highly recommended that you review the following references before working with case management.