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The following access groups are available for use.
| Access Group | Description | Available Functions | Model |
|---|
| Customer |
Intake User| External User | When a client has Online Intake available this is the access group that will be associated with customer. Overall the customer has similar access as intake users and can also take advantage of the External Case Status widget. | QFD:ExternalUsers |
Enhanced Intake| When a client has Online Intake available this is the user group that will be associated with customer. Overall the customer has similar access as intake users and can also take advantage of the External Case Status widget, with some limirations | - Read
- View Correspondence
- View Disputed Transactions
- View Notes (based on "customer" visibility)
- View Summary Status
- View Talking Points
- Write
- Add Documents
- Add Notes
- Initiate New Claim
- Request Case Withdrawn
| QFD:ExternalUsers |
| Contact Center | Users can complete claim intake but cannot view back office. When a intake user opens a claim after it has been created the user will be displayed the External Case Status widget which is used to convey information about the case to external parties, such as front-office users or customers, where supported. |
QFD:IntakeUsers | All Customer functions, plus: - Read
- View Notes (based on "Contact Center" visibility)
- Write
- Add Disputed Transactions
- Override Contact Date
- Resend Correspondence
- Withhold Provisional Credit
| QFD:IntakeUsers |
| Enhanced Contact Center | Users can complete claim intake and view all fulfillment details. They cannot complete fulfillment assignments. This |
access | user group is typically used for QC personnel who need to view the entire process, potentially create claims, but do not complete any fulfillment activities. | All Contact Center functions, plus: | QFD:EnhancedIntakeUsers |
User| Fulfillment | Back-office users are |
given access | user group. They have access to create claims and can complete |
fulfillment assignments.| most fulfillment actions in the back-office. | All Enhanced Contact Center functions, plus: - Write
- Execute Pre-defined Accounting Operations
- Execute Pre-defined Account Maintenance
- Execute Pre-defined Recovery Actions
- Grant Provisional Credit (Approval may be required)
- Override Contact Date (Existing Claim)
- Refund Fees
- Refund Interest
- Reclassify Claim
- Resolve Claim as Paid/Denied (Approval may be required)
- Send Pre-defined Correspondence
- Withdraw Case
| QFD:Users |
Managers also | have access to create claims and complete fulfillment |
assignments| actions, as well as approval actins that are limited to managers. In addition they have a different portal view which allows them to access Reporting. | All Manager functions, plus: - Read
- Write
- Execute Approval Assignments
| QFD:Managers |
| Manager |
Administrators| Administrator | Manager Administrators have the same access as Managers but they can also switch the application view to the Administrator Portal. Within the Administrator Portal clients can update and change users access. | All Fulfillment functions, plus: | QFD:ManagerAdministrators |
| Read Only | Read only users have access to view the complete case details but cannot take any actions. Additionally, |
the | they are able to access all available Reports. This access group is generally used for Compliance and Quality Assurance team members. | - Read
- View All Case Details
- View All Reports
| QFD:ReadOnlyReporting |
Configuration
To utilize these access groups in your implementation, create a new access group and model it after the model access group shown.