Overview Case Management is a tool that helps to maintain accurate reporting and internal records; you are required to create a case for each call, except from: Transfers to MGO GEN, unless the procedure states otherwise, Transfers to Paper Products and FormFree skills, Third-party calls not related to fraud, Ghost calls (no one on the line), When you could not gather any information on who is calling or what their request is, Outbound calls, Calls that you transfer to another representative who speaks the customer's language and takes over the call, When you act as an internal interpreter for another representative, When you provide an agent who inquiries about replenishing money orders, with a phone number to Inventory Team. Unique Scenarios All the below scenarios are unique and you are required to use a defined set of case logging details for each of them, and sometimes also perform additional actions. Scenario Case Logging Details Encashment Case Type: Consumer Support Case Reason: Transaction Assistance Case Sub-Reason: Transaction Status Check Description: add Encashment ExpressPayment or Utility Bill Payment issue Case Type: Consumer Support Case Reason: Transaction Assistance Case Sub-Reason: Transaction Status Check Description: add EP or UBP, as applicable Reroute Case Type: Consumer Support Case Reason: Transaction Assistance Case Sub-Reason: Amend Reversal Case Type: Consumer Support Case Reason: Transaction Assistance Case Sub-Reason: Transaction Reversal Supervisor call Case Type: Consumer Support Case Reason: choose depending on the call subject Case Sub-Reason: choose depending on the call subject Description: add Supervisor System error/technical issue Case Type: Consumer Support Case Reason: GCC Agent Support No caller response Do not create a case. Prerequisites Identify a caller and their issue. Complete Transaction Verification and Research Procedure, when applicable. Complete Customer Profile Process. Procedure Follow the below steps to open a required number of cases in Salesforce. Step Action 1 Open a Consumer or Complaint case: refer to Opening Consumer Support Case or Opening Complaint Case, as applicable. 2 Determine how many cases you should open per call and proceed as per below grid. Call Type/Scenario Case Creation Logic Refund/amend (Universal Representative process) One case per transaction Example: multiple refund and amend requests Other (including Escalations processes) One case per multiple consumer inquiries, or one case per transaction Select the case reason and sub-reason based on the higher-priority inquiry. List all Reference Numbers and/or inquiries in the case description, unless you create separate cases Examples Multiple inquiries, e.g. agent location and fee look-up Multiple transactions requiring escalation, e.g. transactions on hold Super Agent One case per consumer, as per above logic Complaints One case per transaction 3 Attach the transaction to the case, when applicable. 4 Address the issue and record the resolution. 5 Close the case; refer to Closing Case. End of procedure