Creating a guided onboarding case from CSM Configurable Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Creating a guided onboarding case from CSM Configurable Workspace

    Agents can create cases for contacts or consumers who reach out via phone, email, or chat through the CSM Configurable Workspace. Customers can track their submission progress, see their current step, and navigate back to previous steps as necessary.

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    Key Features

    • Agents create cases on behalf of customers and collect essential information.
    • Additional contacts and documents can be added to the case.
    • Case status changes from Draft to New upon submission.
    • Cases can be assigned to agents who must review the context before acceptance.
    • Customers can view their cases from the portal under My Lists > My Draft Cases.

    Key Outcomes

    Agents process cases by initiating actions such as adding members, reviewing documents, and communicating with customers. The case can be pre-approved, and solutions proposed to customers, who can accept or reject them. If rejected, the case reverts to Open status for further action. This streamlined process ensures timely and accurate onboarding for customers.

    An agent can create a case for a contact or a consumer when the contact or consumer reaches out through a phone call, email, or chat from the CSM Configurable Workspace.

    Overview

    If you're a customer accessing a playbook, you can track your progress in the submission process and see the step you’re on and the number of remaining steps that you have to do. Additionally, you can navigate back to a previous step, if needed. To expedite the process, you’re presented with some options and inputs that enable you to enter the correct information.

    Creating a case

    Let's see how an agent creates a case from Playbooks for Portals. The agent does the following actions:
    1. Creates a case on behalf of the customer.
    2. Collects the basic information about the customer to start the case.
    3. Adds additional contacts to the application on behalf of the customer.
    4. Uploads the documents that the customer may have sent.
    5. Reviews and edits all the data for accuracy before submitting the application.
    Note:
    • The case status changes from Draft to New when it’s submitted. The agent must review and choose whether to assign the case to themselves. If the case is assigned to another agent, the new agent must review the context of the case before assigning or accepting the case. The case status changes from New to Open when the case is assigned to an agent.

    • If a case is created by an agent, a customer can later find and view the case from the portal for updates by navigating to My Lists > My Draft Cases.

    The following diagram shows how an agent creates a case.

    Figure 1. Agent creates a case
    Steps that an agent follows in creating a case. Refer to the workflow steps that preceded this diagram.

    Processing a case

    Let's see how an agent processes a case from Playbooks for Portals. The agent does the following actions:
    1. Initiates the processing for a case by adding members, uploading documents, reviewing and submitting paperwork, and reviewing the case.
    2. Pre-approves the case by checking the approval status, customer information, and customer record.
    3. Checks the document checklist against the uploaded documents and then sends an email to the customer if there's a missing or invalid document.
    4. Performs background checks, initiates legal verifications, and reviews the credit history.
    5. Proposes a solution. The customer can accept the solution and then the agent closes the case. If the customer isn’t satisfied with the proposed solution and rejects it, the case goes back to the Open state and the customer is notified of the status. The agent then needs to provide a new solution based on the customer input.

    The following diagram shows how an agent processes a case.

    Figure 2. Agent processes a case
    Steps that an agent follows in processing a case. Refer to the workflow steps that preceded this diagram.