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Using Templates to Assess Benefits

A manager can assign assessment activities to agents on a case team. An activity plan specifies the list of activities or the business processes that agents working on a case must complete. The activity plan for a case might include an assessment activity to determine whether the benefits application is complete. The agent assigned to the activity can use a predefined assessment template to complete the activity.

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

Administrators set up activity plans with associated activities using the Activity Templates view of the Administration - Data screen, and set up assessment templates with associated attributes using the Sales Assessment Templates view of the Administration - Data screen. For information about creating and using activity and assessment templates, see Siebel Applications Administration Guide.

An assessment includes a set of questions that you can ask to evaluate a case. For example, assessments might include the following questions:

• Does the application meet the basic criteria for acceptance?
• Did the citizen provide sufficient evidence to support receiving benefits?
• Do you need additional evaluations?
• Has the case reached a point of closure?

The agent assigned to an assessment activity begins the activity by opening the case record and associating a predefined assessment template with the case using the Assessments view. For information about completing assessments, see Assessing Child-Welfare Incidents.

For those assessments that are more complex, or that require data on a specific form, the agent can create a report and attach the report and supporting documentation to the case record. The agent conducting an assessment of the citizen's information might verify employment and household information, assets and liabilities, and medical diagnoses. A personal interview with the citizen might be necessary.