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Alternate stages in the Customer Service Generic Template

Suggest edit Updated on March 16, 2021

The Customer Service Generic Template includes these alternate stages: Bypass eligibility, Ineligible, Not verified, Approval rejection, and cancel.

The following figure shows the steps in each alternate stage:

Alternate stages
The Customer Service Generic Template includes several alternate
                        stages

Alternate stage: Bypass eligibility

The Bypass eligibility alternate stage is called when a case is determined to be ineligible, and a CSR chooses to bypass eligibility. This stage skips the Eligibility stage and proceeds to the Intake stage.

This stage includes one process:

  • Bypass eligibility

For detailed information about the steps in each process, see the following table.

Bypass eligibility

StepDescriptionEnabled by a switch?
Proceed to intakeThis step proceeds to the Intake stage, and sets the isEligibilityBypassed property, in the DetermineEligibilityToRun decision table, to true.No

Alternate stage: Ineligible

The Ineligible alternate stage is called when the Eligibility stage determines that the case is not eligible. This stage displays the reason for ineligibility.

This stage includes one process:

  • Reason for ineligibility

For detailed information about the steps in each process, see the following table.

Reason for ineligibility

StepDescriptionEnabled by a switch?
Reason for ineligibilityDisplays the ExplainIneligibility section, which pulls the reason for ineligibility from the EligibilityToRunMessage property in the DetermineEligibilityToRun decision table. Modify that section to meet your business requirements.No
Move to Bypass eligibilityIf enabled, the CSR has the option to bypass eligibility and proceed to the Intake stage.

If the CSR does not bypass eligibility, or if that is not allowed, the CSR resolves the case with a status of Resolved-Ineligible.

Yes. This feature is disabled by default. To enable this feature, select the Bypass eligibility check box in the Case processing options. For more information, see "Configure case processing options," in Creating a new case type from a template.

Alternate stage: Not verified

The Not verified alternate stage is called when a customer fails verification.

This stage includes one process:

  • Explains reason for verification failure

For detailed information about the steps in each process, see the following table.

Explains reason for verification failure

StepDescriptionEnabled by a switch?
Explain verification failureDisplays the ExplainVerificationFailure section, which includes the reason for the customer verification failure. Modify that section to meet your business requirements.

The case is resolved with a status of Resolved-NotVerified.

No

Alternate stage: Approval rejection

The Approval rejection alternate stage is called when a CSR rejects a case by selecting Other actionsChange stageApproval rejection. This stage presents a page so that the CSR can reject the case and enter a reason for the rejection.

By default, the Change stage menu command does not show the Approval rejection option. To show that option, select the Show Approval rejection stage check box in the Case processing options. For more information, see "Configure case processing options," in Creating a new case type from a template.

This stage includes one process:

  • Approval rejection

For detailed information about the steps in each process, see the following table.

Approval rejection

StepDescriptionEnabled by a switch?
Explain approval denialThe CSR rejects the case and enters a reason for the rejection.No

Alternate stage: Cancel

The Cancel alternate stage in the Customer Service Generic Template contains no processes or steps, but you can add steps and processes as needed for your business. The Cancel stage is called when the CSR cancels the case without resolving it by selecting Other actionsCancel this work. A canceled case has a status of RESOLVED-CANCELED.

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