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Case playbook for onboarding

Use the case playbook for onboarding to manage the process for taking on new customers or enrolling customers for new products.

The onboarding playbook is available in CSM Agent Workspace for cases that are created using the Onboarding case type (sn_onboarding_case). The onboarding playbook appears in the Playbook related list on the Case form for onboarding cases.

Onboarding playbook stages and steps

A playbook is made up of stages and each stage includes one or more steps. To use a playbook:

Expand a stage to see the steps.
Perform each of the steps in the stage and mark the steps as complete when finished.
When all of the steps in a stage have been completed, the stage is marked as complete and the case moves to the next stage.

The onboarding playbook includes the following stages and steps.


Stage	Steps	Step Details
Initiate Guides the agent in collecting customer and case information and sending a case for pre-approval.	Collect customer information	This step shows the customer information. For an existing customer: The Account and Contact fields, or The Consumer field. For a new customer (the New customer check box on the Case form is enabled), the fields from the New Customer Information form section. Add or change information in these fields and click Save.
	Add additional members	This step shows a list of additional members added to the case. Add to this list as follows: Click Add new. Select the related party Type, such as a beneficiary who is a customer contact. Select the User. Click Save. Users added during this step appear in the Member Information card and in the Additional Members related list. You can also add members from the Additional Members related list.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
	Send for pre approval	Use this step to send a pre-approval request for the case. Add comments to the Work notes field. Click Send for Pre Approval. Once the request has been sent: The pre-approval task is added to the card. The card displays the Mark Complete action.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
Pre approval Automates the pre-approval process for the customer.	Check approval status	This step includes a list of approvals and approvers. Note: This step shows the list of approvals if an approval workflow is manually configured for an onboarding case. The approval workflow configuration is not provided out of box. If no approval workflow is configured, this step completes automatically.
	Update customer information	If the pre-approval request has been approved, this step displays a card with customer fields based on customer type: Account and Contact or Consumer
	Pre approval case task	An automatically generated case task for pre-approval.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
Data capture Organizes the collection of customer information.	Collect documents	This step displays a document checklist based on the customer type: Document Checklist - Business Customer Document Checklist - Individual Customer Check off list items as they are completed. Note: If the customer type changes after the case is created, a new checklist of the appropriate type replaces the original checklist.
	Data capture case task	An automatically generated case task for data capture. Add work notes, additional comments, or attachments as needed and click Post to add the information to the case activity stream. You can close this case task when the document checklist is complete and all items have been checked off or if you provide additional comments.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
Due diligence Displays the case tasks created for the case.	This stage displays a card for each case task, including: Perform Background Checks Initiate Legal Verification Review Credit History	The card for each case task includes information about the task, including the task number and state. For each case task, the agent can: View the case task form. Request additional information, if the task is in the Awaiting Info state, by entering the request in the Additional comments field. Task cards are automatically completed when the task is completed. Once all tasks are complete, the playbook moves to the Resolve stage.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
Resolve Manages the case resolution activities.	Propose resolution	This step shows the fields from the Resolution Notes form section. Add the resolution details and click Propose Solution.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
Close Manages the case close activities.	Close case	This step shows the following read-only fields: Closed by Closed The case is closed when the customer accepts the case resolution from the self-service portal.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.

Playbook stages and case status

A customer service agent can see the playbook stage and case status as the onboarding case progresses toward a resolution.

The case stage and case 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	Open Awaiting Info	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 clicks Request Info.
Data Capture	Open Awaiting Info	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	Awaiting Info Under Review	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 clicks Request Info. The case moves to the Under Review state when an agent clicks Submit for Review.
Resolve	Review Complete Resolved	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 clicks Propose Solution.
Close	Closed	The case is closed.

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Case playbook for onboarding

Use the case playbook for onboarding to manage the process for taking on new customers or enrolling customers for new products.

Onboarding playbook stages and steps

A playbook is made up of stages and each stage includes one or more steps. To use a playbook:

Expand a stage to see the steps.
Perform each of the steps in the stage and mark the steps as complete when finished.
When all of the steps in a stage have been completed, the stage is marked as complete and the case moves to the next stage.

The onboarding playbook includes the following stages and steps.


Stage	Steps	Step Details
Initiate Guides the agent in collecting customer and case information and sending a case for pre-approval.	Collect customer information	This step shows the customer information. For an existing customer: The Account and Contact fields, or The Consumer field. For a new customer (the New customer check box on the Case form is enabled), the fields from the New Customer Information form section. Add or change information in these fields and click Save.
	Add additional members	This step shows a list of additional members added to the case. Add to this list as follows: Click Add new. Select the related party Type, such as a beneficiary who is a customer contact. Select the User. Click Save. Users added during this step appear in the Member Information card and in the Additional Members related list. You can also add members from the Additional Members related list.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
	Send for pre approval	Use this step to send a pre-approval request for the case. Add comments to the Work notes field. Click Send for Pre Approval. Once the request has been sent: The pre-approval task is added to the card. The card displays the Mark Complete action.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
Pre approval Automates the pre-approval process for the customer.	Check approval status	This step includes a list of approvals and approvers. Note: This step shows the list of approvals if an approval workflow is manually configured for an onboarding case. The approval workflow configuration is not provided out of box. If no approval workflow is configured, this step completes automatically.
	Update customer information	If the pre-approval request has been approved, this step displays a card with customer fields based on customer type: Account and Contact or Consumer
	Pre approval case task	An automatically generated case task for pre-approval.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
Data capture Organizes the collection of customer information.	Collect documents	This step displays a document checklist based on the customer type: Document Checklist - Business Customer Document Checklist - Individual Customer Check off list items as they are completed. Note: If the customer type changes after the case is created, a new checklist of the appropriate type replaces the original checklist.
	Data capture case task	An automatically generated case task for data capture. Add work notes, additional comments, or attachments as needed and click Post to add the information to the case activity stream. You can close this case task when the document checklist is complete and all items have been checked off or if you provide additional comments.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
Due diligence Displays the case tasks created for the case.	This stage displays a card for each case task, including: Perform Background Checks Initiate Legal Verification Review Credit History	The card for each case task includes information about the task, including the task number and state. For each case task, the agent can: View the case task form. Request additional information, if the task is in the Awaiting Info state, by entering the request in the Additional comments field. Task cards are automatically completed when the task is completed. Once all tasks are complete, the playbook moves to the Resolve stage.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
Resolve Manages the case resolution activities.	Propose resolution	This step shows the fields from the Resolution Notes form section. Add the resolution details and click Propose Solution.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.
	Request information from customer	Use this step to communicate with the customer. Add information to the Additional comments field and click Post. The information is added to the activity stream on the case, which the customer can see from the web portal.
Close Manages the case close activities.	Close case	This step shows the following read-only fields: Closed by Closed The case is closed when the customer accepts the case resolution from the self-service portal.
	Notify customer	This step automatically sends an email to the customer and updates the Email details card. After the email is sent, this step is marked as complete.

Playbook stages and case status

A customer service agent can see the playbook stage and case status as the onboarding case progresses toward a resolution.

The case stage and case 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	Open Awaiting Info	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 clicks Request Info.
Data Capture	Open Awaiting Info	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	Awaiting Info Under Review	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 clicks Request Info. The case moves to the Under Review state when an agent clicks Submit for Review.
Resolve	Review Complete Resolved	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 clicks Propose Solution.
Close	Closed	The case is closed.

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