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Administrator Guide
Last Updated: 2023-06-23
Example: Create a Case Type for 401(k) Savings Plans

Example: Create a Case Type for 401(k) Savings Plans

This example describes how to create eligibility and routing rules, service teams, categories, subcategories, and case types.
You want to enable U.S. workers to create cases with inquiries about their 401(k) plans and route qualifying cases to a Benefits (USA) service team.
Security:
Set Up: Help Case Management
 domain in the Help functional area.
  1. Access the
    Create Case Type Eligibility Rule
     task.
  2. In the
    Description
     field, enter
    401k Eligibility
    .
  3. Enter these Rule Conditions values:
    Field
    Value
    Source External Field or Condition Rule
    Primary Home Address - Country
    Relational Operator
    in the selection list
    Comparison Value
    United States of America
  4. Click
    OK
    .
  5. Create a
    Benefits (USA)
     service team and assign roles to it.
  6. Create a
    Benefits
     service category and a
    USA Benefits
     subcategory.
  7. Create a case routing rule that directs
    401k Queries
     case types to the
    Benefits (USA)
     service team.
U.S. workers can create cases for their 401(k) queries that automatically route to the
Benefits (USA)
 service team.
(Optional) Create a questionnaire for the
401k Queries
 case type.