Onboarding case type
Summarize
Summary of Onboarding Case Type
The Onboarding case type in ServiceNow enables agents to efficiently capture and manage customer onboarding details for products or services. It includes a guided playbook that walks agents through the entire onboarding lifecycle and uses the prefixONBin case numbers (e.g., ONB0001007). Onboarding cases are accessible via the Onboarding Cases module, organized into lists such as My Onboarding Cases, All Onboarding Cases, Unassigned Onboarding Cases, and Escalated Onboarding Cases.
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Creating Onboarding Cases for New and Existing Customers
Agents can create onboarding cases for both new customers and existing customers onboarding new products. When creating a case, selecting the Customer Onboarding type provides a form with a New customer checkbox:
- If New customer is checked, agents can enter new customer details in the New Customer Information section, which includes customer type (Business or Individual), business name or user name, phone number, email, and additional members.
- If the checkbox is not checked, the system requires existing account and contact/consumer information to save the case.
Additional Members
The onboarding case form includes an Additional Members related list, allowing agents to add multiple users or business entities related to the onboarding process, such as accounts, contacts, or consumers. Agents specify the member’s type (e.g., joint owner, beneficiary) and name. Members added via the onboarding playbook also appear in the Member Information card during the Initiate stage.
Onboarding Case Stages and States
Onboarding cases progress through six stages, with each stage associated with specific statuses to reflect the case’s lifecycle and agent actions:
- Initiate: Statuses are New (case created) and Open (case assigned to agent).
- Pre approval: Statuses can be Open or Awaiting Info when additional information is requested.
- Data capture: Statuses include Open and Awaiting Info, similarly used when requesting more data.
- Due diligence: Statuses are Awaiting Info and Under Review, transitioning when the case is submitted for review.
- Resolve: Statuses include Review Complete and Resolved, marking completion steps and solution proposals.
- Close: The case reaches the Closed status once finalized.
This structured progression ensures clear visibility of onboarding activities and case status through the lifecycle, supporting timely resolution and customer onboarding success.
Agents can use the onboarding case type to capture the details when onboarding customers for a product or service.
The onboarding case type includes a playbook that provides step-by-step guidance through the lifecycle of the onboarding process.
- My Onboarding Cases
- All Onboarding Cases
- Unassigned Onboarding Cases
- Escalated Onboarding Cases
When creating a case, agents can select Customer Onboarding from the list of available case types.
Creating onboarding cases for new or existing customers
Customer service agents can create cases to onboard new customers or to onboard existing customers for new products.
If an existing case already has the Account and Contact or Consumer fields populated, then the New customer check box is turned off.
- If the New customer check box is enabled, the Account and Contact or Consumer fields aren't required to save the case.
- If the New customer check box is inactive, the Account and Contact or Consumer fields are required to save the case.
New Customer Information form section
- Customer Type: either Business or Individual
- Business Name: Required when the customer type is Business
- User Name: Required when the customer type is Individual
- Phone number
Additional members
The onboarding case type includes the Additional Members related list on the Case form. Agents can use this related list to create the users or business entities that should be included in the onboarding case.
- Accounts
- Contacts
- Consumers
- Type: the type of user to be added. For example, a joint owner or a beneficiary or a sub-account.
- Name: the name of the contact or consumer or account.
Onboarding case type stages and states
An onboarding case moves through several stages and states as the agent works to case resolution.
- Initiate
- Pre approval
- Data capture
- Due diligence
- Resolve
- Close
As an onboarding case moves through the stages listed earlier and toward a resolution, the case status is updated. Stage and status are related to each other as described in the following table.
| Stage | Status | Description |
|---|---|---|
| Initiate | New | An onboarding case is created in the Initiate stage with a status of New. An onboarding case can only be in the New state during the Initiate stage. |
| Initiate | Open | The state of an onboarding case state changes to Open when the case is assigned to an agent. |
| Pre approval |
|
In the Pre-Approval stage, an onboarding case can be in either the Open or Awaiting Info states. The case moves to the Awaiting Info state when an agent selects Request Info. |
| Data capture |
|
In the Data Capture stage, an onboarding case can be in either the Open or Awaiting Info states. The case moves to the Awaiting Info state when an agent clicks Request Info. |
| Due diligence |
|
In the Due Diligence stage, an onboarding case can be in the Awaiting Info or Under Review states. The case moves to the Awaiting Info state when an agent selects Request Info. The case moves to the Under Review state when an agent selects Submit for Review. |
| Resolve |
|
In the Resolve stage, an onboarding case can be in either the Review Complete or Resolved states. The case moves to the Review Complete state when an agent clicks Review Complete. The case moves to the Resolved state when an agent selects Propose Solution. |
| Close | Closed | The case is closed. |