Case Basics
Cases help Brightside accurately capture this.
Answer: What is the work we do with clients?
A client shares a need, but has not committed to taking action. Should you open a case?
Answer: What is yes?
The client wants strategies for building a down payment on a home.
Answer: What are Savings and Real Estate?
True or false: A single conversation should have only one case.
Answer: What is false?
This Navi suggestion should be your starting point when you are unsure which cases to open.
Answer: What is Case Review?
Opening the right cases improves information about these client needs.
Answer: What are financial topics or areas of financial support?
You have started assessing a client’s goal, but you still need more information to identify solutions. Should you open a case?
Answer: What is yes?
The client wants to buy, sell, or repair a vehicle, but it is not urgent.
Answer: What is Auto?
A client is behind on credit card payments.
Answer: What are Money Emergency and Debt?
Navi can review the conversation and existing cases to recommend case opportunities and this.
Answer: What are appropriate case statuses?
Accurately capturing our work helps support this important part of Brightside’s business.
Answer: What is revenue?
You begin discussing a need today, but the work will continue during a future follow-up. Should you open a case?
Answer: What is yes?
The client needs an urgent vehicle repair.
Answer: What are Auto and Money Emergency?
A client needs an urgent car repair.
Answer: What are Money Emergency and Auto?
You can ask Navi this question when you think a case may be missing.
Answer: What is “Am I missing any cases?”
These two things must happen before a case should be opened.
Answer: What are the client expressing a current financial need, concern, or goal and the FA beginning to gather information?
Several cases have already been opened, and the client shares another financial need that you begin assessing. Should you open another case?
Answer: What is yes?
The client wants help discussing a savings goal, but an automated case was already created when they opened a savings account.
Answer: What is open a Savings case?
A client wants to review collections debts as part of building their credit.
Answer: What are Credit Building and Debt?
You can ask Navi this question when deciding whether a case is ready to progress.
Answer: What is “What information do I still need to gather before moving this case to opportunities?”
Complete this rule of thumb: If a client shares a financial goal and you begin doing this, open the case.
Answer: What is gathering information to help the client make progress?
You plan to discuss a financial topic with the client at a later date, but you have not begun assessing it. What should you do?
Answer: What is set a task specifically for that topic?
The client is reviewing collection accounts to improve their credit.
Answer: What are Credit Building and Debt?
A client reviews their budget so they can address collection debts and build their credit.
Answer: What are Income & Spending, Debt, and Credit Building?
Case Review will identify this limitation when reviewing a case.
Answer: What is conversation or case information that Navi cannot currently access?