General Navigation / Verification
Click on this to see your menu options.
What is the hamburger?
This button must be pressed on the interaction screen for a New Case to be created.
What is '+Add New Case' ?
On this list you will find Cases that have not yet been submitted for processing.
What is 'My Unsubmitted Cases'?
True / False - You can take screenshots and post them in Notes
True!
True / False - When Reassigning a Case, you must always assign it back to a specific user.
False - You can return a case to an active queue by selecting a queue name and leaving 'Assign To' blank.
True / False - Dynamics will stop you from submitting a Case for processing that has not been verified.
False - You must remember to verify the owner or field representative.
True / False - A contact name is needed on the interaction screen before adding a New Case.
False. A contact name is not needed to click the '+New Case' button
This list is primarily used to search for the status of a Case that a member or agent is asking about.
What is 'All Cases / Search Box'?
This is how often you should check your view for Unsubmitted Cases
What is at least once a day?
Can you Resolve a Case if you are not the owner or a supervisor?
No.
The "Identity Verification Panel" panel pops up after clicking this.
What is 'Verify'?
On a Case screen, entering a message in this box prevents automatic processing and routes the Case to a queue.
What is the 'Case Comments box'?
On the Alert setup screen, this button is clicked to stop an Alert from appearing.
What is 'Deactivate'?
For an Unsubmitted Case, this should be done if you do not see a 'Complete and Process' button on the interaction screen.
What is 'Contact your Dynamics SME'?
This should be done if you do not see the new owner or queue listed on the case after you've Reassigned it.
What is 'Refresh'?