Alternate stages in the Customer Service Generic Template
The Customer Service Generic Template includes these alternate stages: Bypass
eligibility, Ineligible, Not verified, Approval rejection, and cancel. The following figure shows the steps in each alternate stage: The Bypass eligibility alternate stage is called when a case
is determined to be ineligible, and a CSR chooses to bypass eligibility. This stage skips
the Eligibility stage and proceeds to the Intake stage. This stage includes one process: For detailed information about the steps in each process, see the following table. The Ineligible alternate stage is called when the
Eligibility stage determines that the case is not eligible. This
stage displays the reason for ineligibility. This stage includes one process: For detailed information about the steps in each process, see the following table. If the CSR
does not bypass eligibility, or if that is not allowed, the CSR
resolves the case with a status of
Resolved-Ineligible. The Not verified alternate stage is called when a customer
fails verification. This stage includes one process: For detailed information about the steps in each process, see the following table. The case is resolved with a status of
Resolved-NotVerified. The Approval rejection alternate stage is called when a CSR
rejects a case by selecting By default, the Change stage menu command does not show the
Approval rejection option. To show that option, select the
Show Approval rejection stage check box in the Case
processing options. For more information, see "Configure case processing options," in
Creating a new case type from a template. This stage includes one process: For detailed information about the steps in each process, see the following table. The Cancel alternate stage in the Customer Service Generic
Template contains no processes or steps, but you can add steps and processes as needed for
your business. The Cancel stage is called when the CSR cancels the
case without resolving it by selecting Alternate stage: Bypass eligibility
Bypass eligibility
Step Description Enabled by a switch? Proceed to intake This step proceeds to the Intake stage,
and sets the isEligibilityBypassed property, in
the DetermineEligibilityToRun decision table,
to true. No Alternate stage: Ineligible
Reason for ineligibility
Step Description Enabled by a switch? Reason for ineligibility Displays the ExplainIneligibility section,
which pulls the reason for ineligibility from the
EligibilityToRunMessage property in the
DetermineEligibilityToRun decision table.
Modify that section to meet your business requirements. No Move to Bypass eligibility If enabled, the CSR has the option to bypass eligibility and
proceed to the Intake stage. Yes. This feature is disabled by default. To enable this feature,
select the Bypass eligibility check box in
the Case processing options. For more information, see "Configure
case processing options," in Creating a new case type from a template. Alternate stage: Not verified
Explains reason for verification failure
Step Description Enabled by a switch? Explain verification failure Displays the ExplainVerificationFailure
section, which includes the reason for the customer verification
failure. Modify that section to meet your business
requirements. No Alternate stage: Approval rejection
Approval rejection
Step Description Enabled by a switch? Explain approval denial The CSR rejects the case and enters a reason for the
rejection. No Alternate stage: Cancel
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