Page Comparison

Investigate Case

This primary flow action prompts the user to document the findings of their investigation related to each of the following categories:

1. Intake Interview
2. Account Notes
3. Statements
4. Authorization Log
5. Prior Claims/Accounts
6. Documentation
7. Cardholder Contact
8. Merchant Contact
9. Summary

The user is prompted to answer "Is the investigation complete?"

• If answered "Yes", the user must select one of the following actions:
  • Proceed with case - This option will resume the normal workflow.
  • Deny - This option will initiate the deny flow.
  • Escalate - This option will prompts the user to provide a reason for escalating the case and will generate an Escalated Investigation assignment.
• In answered "No", the assignment remains active and the user can return and complete the assignment at a later time.