Work on a deposit service case

Work on a deposit case to collect applicant information, ensure that any outstanding tasks are completed, and fulfill the deposit product request.

Before you begin

Role required:

• For a business deposit service case: sn_bom_deposit_b2b.agent or sn_bom_deposit_b2b.agent_connector
• For a personal deposit service case: sn_bom_deposit_b2c.agent or sn_bom_deposit_b2c.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 customer requires a deposit service, a deposit contributor, such as a relationship manager, initiates a case and updates its details, triggering the workflow. Throughout the workflow, deposit and document agents complete their assigned tasks and update the status of the case.

Use the case playbook that provides the activities and tasks required to research and fulfill the request.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. In the Lists tab, under Deposit service cases, open the case list.
   • For your assigned cases, click Assigned to me.
   • For all deposit cases, click All.
4. In the list, select which case you want to work on.
   If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
5. Select the Playbook tab.
6. Use the activities and tasks under the playbook stages to fulfill the request and resolve the case.
   Note:

   Depending on the deposit service request type, a playbook might have additional or fewer activities and tasks.

   Any tasks generated during playbook activities appear in the Tasks tab of the case.

Result

The deposit case automatically updates to show Closed Complete.