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Siebel Public Sector Guide > Managing Benefits Cases > Updating Benefits CasesWhen 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 automatically 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.
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