Cases
Where do you go in Taproom to start a new case for a member?
The “Cases” card in Member 360.
Where do you go in Taproom to create a lead for an existing member?
Lead card in Member 360
What Taproom action do you take if a skip fee is accepted through Message Pay?
Open a Taproom case
True or False — You should always include as much detail as possible when creating a case.
True
What section should include lots of detail about the issue?
Request Details
What subject do you choose to send a case directly to a branch?
General Branch Request
What “relationship” do you select when creating a lead for a non-member?
Non-Member
If a member passes away, what must always be created in Taproom?
A Death of a Member case
If you forget to image documents to a case, what problem might this cause?
The case may be delayed or incomplete
What type of information must always be added if available—like phone or email?
Contact information
What box should you fill with lots of detail about the issue?
Request Details
What field shows how the lead came in (like phone, in-person, online)?
Origination Source
Who should Death of a Member cases be assigned to?
A manager
What happens if you don’t enter enough details in Request Details?
The case may be harder for others to understand or work
What should you do with required documents and signed forms?
Image them to the affected account
After you finish entering details, what button do you click?
Save and Proceed.
What’s the box where you add extra notes like account owners?
Request Details
If you see a suspicious activity like counterfeit currency or identity theft, what should you create?
A Fraud Taproom case
Can you send a case without contact information like phone or email?
No, you should always include available contact info
When creating a fraud case, what details should you include about the activity?
Who was involved, what happened, when it happened, and where it occurred
Who is responsible for uploading the documents to the case?
The employee creating/working the case.
What’s the very first thing you click before resolving, reassigning, or returning a case?
Edit
What should you check before submitting a Death of a Member or Fraud case?
That all documents and details are complete and accurate
What’s one thing you should always do after entering details but before saving?
Double-check for accuracy and completeness
Before clicking “Save and Proceed,” what’s one thing you should always double-check?
That all details are accurate and complete