Customer Relations Intake Job Aid

1. Open Dynamics365’s Back Office app.
2. Navigate to one of two queues:
   Note: The chosen queue is dependent on if the case is for autoswept emails or for physical letters.
   • CR – Intake Manager – Bulk: emails
   • CR – Intake Manager – FileNet Bulk: letters
3. Open the oldest available case.
   Note: Cases are worked from oldest to newest.
4. Complete the following substeps to assign a case to an Agent:
   1. Click the Assign button.
      Note: A pop-up window should appear.
   2. Assign the case to the appropriate Agent.
   3. Click the Assign button at the bottom of the pop-up window.
   4. Proceed to the next step.
5. Scroll to the CR Active Attachments widget.
6. Select the checkbox on the lefthand side of the screen.
7. Select the three dots on the righthand side of the screen.
8. Select Download/View to download and view the correspondence.
9. Locate the loan number in the correspondence.
10. Navigate back to Dynamics.
11. Navigate to the Customer and Case Details widget and complete the following fields:
    • Loan Number
    • Requestor
    • Group
    • Request Type
    • Priority (select Normal)
12. Navigate to the Resolution Details
13. Select the appropriate resolution in the Resolution field.
14. Navigate to the Request and Response Details
15. Navigate to the Due Date Widget.
16. Enter the date the case was received in the Date Received field.
17. Select OK in the pop-up window.
18. Navigate to the Request Details widget and complete the following fields:
    • Brand
    • Case Subtype
    • Source
    • Complaint Summary
    • CFPB Issue
      Note: CFPB Issue is only for when the Source is CFPB.
    • Complaint Delivery Type
    • UDAAP/Fair Lending
    • Third Party Case Link
19. Select OK in the pop-up window.
20. Complete any applicable optional fields:
    1. Navigate the CFPB Error Details widget and complete the following substeps to add an error if necessary:
       1. Select New CFPB Error.
       2. Select the applicable Discovery Method.
       3. Select the applicable Error Type.
       4. Click Save and Close.
       5. Click OK in the pop-up window.
       6. Proceed to the next step.
    2. Navigate to the Root Error BU widget and complete the following substeps to add an error if necessary:
       1. Select New Root BU.
       2. Select the applicable Business Unit.
       3. Click Save and Close.
       4. Proceed to the next step.
    3. Navigate to the Select BU widget and complete the following substeps to add a BU if necessary:
       1. Select + New BU.
       2. Select the applicable Business Unit.
       3. Select the applicable CR Category.
       4. Select the appropriate CR Subcategory.
       5. Click Save and Close.
       6. Proceed to the next step.
    4. Navigate to the Third Party Details widget and complete the following substeps to add a third party if necessary:
       1. Select the applicable Third Party Type.
       2. Enter the First Name.
       3. Enter the Last Name.
       4. Click Save and Close.
       5. Proceed to the next step.
    5. Navigate to the Notification Setup and complete the following substeps to add a notification if necessary:
       1. Select the applicable Channel Responded.
       2. Select the applicable Notification Type.
       3. Click Save and Close.
       4. Proceed to the next step.
21. Click Submit Case.
22. End process.