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Siebel Public Sector Guide > Managing Benefits Cases > Performing Quality Assurance ReviewsAt any time during case processing or after case completion, agents can review a case for purposes of quality assurance. This review determines whether the case is processed according to agency procedures and governmental regulations. To review a case for quality assurance, you select a quality assurance plan template that is associated with the case type for the case. This template facilitates uniformity in the case review process. After you save the quality assurance plan, the list of items that you must review appears in the Quality Assurance Items list. After you review an item, you update the item in this list. After you select a template for a quality assurance plan, you can delete that template only if all of the template items do not have a check in the Completed field. You cannot add items to or delete items from a template that you select to create a quality assurance plan. This task is a step in Roadmap for Managing Benefits Cases. To perform a quality assurance review
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