Overview
Intake users can add notes to open cases. This allows them to capture important information to the case.
When an intake user adds a note to the case, this will create an assignment for a back-office to work. This ensures there is communication between both intake and back-office allowing for a better customer experience.
There are procedures and best practices that will need to be created and conveyed to the learner group:
- What scenarios should be notated
- What scenarios do not need to be notated
- What information need to be included in the note
- What does a good note look like
Claim example: Quality
How-To
Step 1: Click Add a note.
There are two required fields: Subject and Note.
Step 2: Enter the subject in the Subject box following internal guidelines.
Step 3: Enter the body of the note in the Note box following internal guidelines.
This is a plain text field so images or documents cannot be inserted here.
Step 4: Click the Complete button.
The user will see a confirmation notice when their note has been successfully submitted.
Notes cannot be edited, however, users can delete notes that they created. Users cannot delete notes that they did not create.