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Deanna Collia

Deanna Collia

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Assigning a case - per SOP

Case assignments should NOT be created for the back-office team. The process is to unassign the case from yourself and reassign the back-office team for follow-up.

1

  • If the case needs to be assigned to another department, click ‘New’ under the Case Assignments tab

    • Example - a customer requests to restore a contract and DP needs to complete the restoration.

image-20240605-015141.png

2

  • Select the appropriate department from the pick list and click ‘Next’

image-20240605-015322.png

3

  • Populate the required fields

    • Referral Reason

    • Referral Comments

    • Account Manager (Sales Only)

    • Sales Manager (Sales Only)

  • Click Save

image-20240605-015559.png

4

  • Once the case assignment has been created, navigate back to the Case by clicking the case hyperlink on the details page

image-20240605-015826.png

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