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GroupDescriptionAvailable FunctionsModel User
CustomerWhen 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 limitations
  • 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    • Request Case Withdrawn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

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Contact Center
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.

All Customer functions, plus:

  • Read
    • View Notes (based on "Contact Center" visibility)
  • Write
    • Add Disputed Transactions
    • Resend Correspondence
    • Resume Abandoned Claim
    • Withhold Provisional Credit
QFD:IntakeUsers

Enhanced Contact Center

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Enhanced Contact Center
Enhanced Contact Center

Users can complete claim intake and view all fulfillment details.  They cannot complete fulfillment assignments.  This 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:

  •  Read
    • View All Case Details
QFD:EnhancedIntakeUsers

Fulfillment

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Fulfillment
Fulfillment

Back-office users are assigned to this user group.  They have access to create claims and can complete 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 Claim
QFD:Users

Manager

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Manager
Manager

Managers have access to create claims and complete fulfillment actions, as well as approval actions that are limited to managers.  In addition they have a different portal view which allows them to access Reporting.

All Fulfillment functions, plus:

  •  Read
    • View All Reports
  • Write
    • Execute Approval Assignments
QFD:Managers

Administrator

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Administrator
Administrator

Administrators have access to the Administrator Portal.  Within the Administrator Portal clients can add/modify/delete user access.
  • Write
    • User Administration
QFD:UserAdministrators

Manager Administrator

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Manager Administrator
Manager 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 Manager functions, plus:

  • Write
    • User Administration
QFD:ManagerAdministrators

Read Only

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Read Only
Read Only

Read only users have access to view the complete case details but cannot take any actions.  Additionally, 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

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