Manually Created Cases

Instead of uploading an application or processing an appeal to automatically create a case, agents can enter data directly into Siebel Public Sector to manually create a case. When an agent manually creates a case for the benefit category, that case is associated with the master case for the primary contact in the case. However, when an agent manually creates a case for a nonbenefit category, that case is not associated with a master case. For information about associating these cases for nonbenefit categories with master cases, see Associating Manually Created Cases with Master Cases.

Additionally, a manually created case is associated with a master case only if the manually created case has a primary contact. If the case primary contact is the same as the primary contact for an existing master case, then the case is associated with that existing master case. If the case primary contact is not the same as the primary contact for any existing master case, then Siebel Public Sector creates a new master case, and the case is associated with that new master case.