Unblock a credit card

Unblock a customer's credit card as per the credit card service request.

Before you begin

Role required: sn_bom_credit_card.agent or sn_bom_credit_card.agent_connector

Important:

For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

About this task

When a credit card service case for unblocking a card is created, the Unblock Credit Card flow is triggered. This flow automatically creates a credit card task in the Tasks tab of the case to decrease the credit limit for the customer.

For more information on the flows that are installed with the Financial Services Card Operations application, see Designer flows for Financial Services Operations applications.

Note:

An unblock credit card case is also automatically created for a case for temporarily blocking a card when the Duration field is set to Limited Time.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Click the lists icon ().
3. In the Lists tab, under Credit Card Service Cases, open the case list.
   • For your assigned cases, click Assigned to me.
   • For all cases, click All.
4. In the list, select the case that you want to work on.
   To work on a case that is not assigned to you yet, assign it to yourself by clicking Assign to me.
5. Unblock the customer's credit card as per the request.
6. Update the Unblock credit card task.
   1. In the Tasks tab, click the credit card task.
   2. In the State field, change the state of the task to Work in Progress.
   3. Optional: In the Work notes field, enter any comments.
   4. To close the task, in the State field, change the state of the task to Closed Complete.
   5. Click Save.

Result

• The stage of the credit card service case changes from Update Account to Closed – Complete.
  Note:

  If this unblock credit card case was created as part of the Blocking a credit card flow, the case for blocking the card also moves to the Closed – Complete stage.
• The customer receives a pre-configured email notification about the case closure.