Customer Relations – RCA

This process occurs the following day after a Customer Relations Letter Writer resolves a case and a valid error has been marked by the Letter Writer.

An RCA Team Member will complete the following steps to assign RCAs to analysts:

1. Navigate to the Unassigned RCA’s w/ BU view in Dynamics Back Office.
2. Select the check box on the left-hand side of the screen.
3. Select the Assign button.
4. Select User or Team in the Assign to dropdown menu.
5. Select the appropriate analyst to assign the RCA to.
6. End process.

The RCA Analyst will complete the following steps:

1. Complete the following substeps to activate the RCA form:
   1. Select the check box on the left-hand side of the screen.
   2. Select the Activate button
   3. Select In Progress in the Status Reason dropdown menu.
   4. Click Activate.
   5. Proceed to the next step.
2. Double click any of the unlinked black text in the RCA to access the form.
3. Select the check box on the left-hand side of the screen.
   Note: A menu should appear.
4. Open the link in a new tab.
   Note: This selection should take the user straight to the Letter Writer’s Dynamics case, which will be used in the review of the root error BU validation.
5. Navigate to the Request and Response Details tab.
6. Review the Letter Writer’s complaint and determine if valid.
   • If yes, continue to the next step.
   • If no, end process.
7. Navigate back to the RCA form.
8. Complete the following three fields:
   • CR Business Unit
   • CR Category
   • CR Sub Category
9. Ensure that the Resolution Details tab has populated correctly.
10. Determine the root error.
    Note: This will be done outside of Dynamics.
11. Enter the summary of the customer’s escalation into the Error Summary box.
12. Determine whether the root cause was systemic:
    • If yes, select Yes in the Systemic dropdown menu.
    • If no, select No in the Systemic dropdown menu.
13. Align the Business Unit accordingly if necessary.
14. Add the Legal Case ID.
    Note: This will be the original determination of the Business Unit.
15. Add the error in the Error dropdown menu.
    Note: This will be the area the error is applicable to.
16. Select the applicable root cause from the Root Cause dropdown menu.
17. Complete the following steps to add an individual timeline event:
    1. Select New Event.
    2. Complete the following fields:
       • Date
       • Summary
         Note: This should be a brief description of what happened on the applicable date.
    3. Select Save and Close.
    4. Repeat as needed.
    5. Proceed to the next step.
18. Complete all the applicable subsections below.
    Note: This is dependent on each case.
19. Upload any required documents to the Attachments tab.
20. Proceed to the next section.

RCA Section Grids

VOC Call Review Tab:

Complete the following steps if the root cause is specific to a VOC call:

1. Select Add New VOC Call Review.
2. Complete the following fields:
   • Verint ID
   • Agent Name
   • Request Description
   • Date of Call
   • Resolution Description
3. Select Save and Close.
4. Proceed to the next subsection.

RCA Task Grid:

TBD since this tab is still in development.

Final Steps

1. Navigate to the Root Cause Summary tab and complete the following substeps:
   1. Complete the Root Cause Summary field.
   2. Add the corrective actions to the Corrective Actions tab.
   3. Proceed to the next step.
2. Navigate to the Resolution Details tab and complete the following substeps:
   1. Complete the Resolution Description field.
   2. Determine if a Risk Compliance Review Indicator is needed.
   3. Adjust the Risk Compliance Review Indicator toggle as needed.
   4. Proceed to the next step.
3. Select the appropriate Priority level on the right-hand side of the banner at the top of the screen.
4. Select Submit.
5. End process.