Primary stages in the Customer Service Generic Template
The Customer Service Generic Template includes these primary stages: Eligibility,
Intake, Process request, and Resolve. The following figure shows the steps in each primary stage: The Eligibility stage verifies the customer identify and
determines if they are eligible for this service case. This stage includes one process: For detailed information about the steps in each process, see the following table.
A switch on the Customer
verification page determines whether
the CSR can bypass verification. For information about configuring customer verification, see
Customer verification. In the DetermineEligibilityToRun
decision table, the reasons for ineligibility are defined in the
EligibilityToRunMessage
property. The Intake stage collects the case details from the customer. This stage includes three processes: For detailed information about the steps in each process, see the following tables. The case match criteria are defined in the
pyDefaultCaseMatch case match rule. Use
this rule as an extension point to modify and extend the
duplicate case checking capability. The default must
match conditions are account number, contact ID, case
name, and contact name. The weighted condition is that the case
created date should be within the last 7 days. Configure the data to collect when you set up the views
for the new case type. For information, see Configuring views for
cases.. By default, the CSR, Contact,
AccountOwner, and Business Unit work parties receive the
notification, as long as an email account is configured for those
work parties. To change the work parties for the case, see
Defining case
participants. The Process request stage processes the case created from the
customer request. This stage includes one process: For detailed information about the steps in each process, see the following table. The Resolve stage resolves the case. This stage includes two processes: For detailed information about the steps in each process, see the following tables. After
creating a new case type, modify the data page and activity to
meet your business requirements. By default, the CSR, Contact, AccountOwner,
and Business Unit work parties receive the notification, as long as
an email account is configured for those work parties. To
change the work parties for the case, see Defining case
participants.Stage 1: Eligibility
Check eligibility to run a case
Step Description Enabled by a switch? Eligibility to start Checks whether the case meets the eligibility requirements to
start intake.
The application determines eligibility based on the business
conditions from the DetermineEligibilityToRun
decision table. This decision table is an extension point that you
can modify to meet your business needs.No Additional verification If the Eligibility to start step
determines that customer verification is needed, the case runs this
step. No Go to ineligibility If the case does not meet eligibility requirements, this step
moves the case to the Ineligible alternative
stage. No Stage 2: Intake
Search for duplicates
Step Description Enabled by a switch? Search duplicate cases Checks whether there is a similar case already started for this
request. If an existing case is found, the operator can choose to
continue processing that case, instead of creating a new case.
Yes. This feature is enabled by default. To disable this step,
clear the Allow duplicate search check box in
the Case processing options. For more information, see "Configure
case processing options," in Creating a new case type from a template. Capture case details
Step Description Enabled by a switch? Pre processing This step calls the PreProcessingIntake
activity to set values and process business details before getting
input from the user. Modify that activity to meet your business
requirements. No Capture Case Details This step collects the case details from the customer. For
example, collecting a new address from a customer for an address change
request. No Review Determines whether the case presents the CSR with a review page
by starting the Review captured details step,
or whether the case skips the review page and proceeds to the
Post processing step. Yes. This feature is enabled by default. To disable the
Review, Review captured
details,and Go back / Edit
steps, clear the Review intake check box in
the Case processing options. For more information, see "Configure
case processing options," in Creating a new case type from a template. Review captured details Displays a read-only summary of case information. To edit the
case information, the CSR clicks Back. To
save the case information, the CSR clicks
Submit. Yes. See Review step. Go back / Edit This step is triggered when a CSR clicks
Back from the review page. This step goes
back to the Capture case details subprocess
so that the CSR can modify the collected case data. Yes. See Review step. Post processing Calls the PostProcessingIntake activity to
set case values and process business details after collecting the
input from the customer. Modify that activity to meet your business
requirements. No Send intake notification
Step Description Enabled by a switch? Send notification Sends the customer and other work parties an email notification
about the collected case details. Yes. This feature is enabled by default. To disable this feature,
clear the Send intake notification check box
in the Case processing options. For more information, see "Configure
case processing options," in Creating a new case type from a template. Stage 3: Process request
Process request
Step Description Enabled by a switch? Pre request processing This step calls the
PreProcessingProcessRequest activity to set
values and process business details before processing the case.
Modify that activity to meet your business requirements. No Straight through process The step determines whether the case can be processed without a
manual intervention by a CSR or back-office user. Yes. This feature is disabled by default. To enable this feature,
select the Straight through process check box
in the Case processing options. For more information, see "Configure
case processing options," in Creating a new case type from a template. Process request This step is an assignment for the CSR or back office user who
will manually process the request. Configure this step to meet your
business requirements. No Post request processing Calls the PostProcessingProcessRequest
activity to set case values and process business details after
processing the case. Modify that activity to meet your business
requirements. No Stage 4: Resolve
Save and update any systems
Step Description Enabled by a switch? Save data If your implementation application uses an external database,
this step saves the case type data to the external database by using
the appropriate data page (for example,
D_Account data page) and the
SaveAccountDetails activity. No Send resolution notification
Step Description Enabled by a switch? Send notification Sends the customer and other work parties an email notification
about the case resolution. Yes. This feature is enabled by default. To disable this feature,
clear the Send resolution notification check
box in the Case processing options. For more information, see
"Configure case processing options," in Creating a new case type from a template.
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