Forwarding Research Response to Different Department Job Aid

1. Complete the following steps to open the case:
   1. Navigate to Dynamics.
   2. Navigate to the Assigned to Me view.
   3. Click the blue underlined case number.
   4. Proceed to the next step.
2. Scroll down to the Attachments widget.
3. Review all attachments provided.
4. Confirm per the Close the Loop Matrix that Agent needs to forward email with no case required.
5. Navigate to the Activities widget.
6. Review all activities provided.
7. Re-confirm per the Close the Loop Matrix that Agent needs to forward email with no case required.
   Note: A reply is required if the item is Message Center or Intake.
   • If Message Center, complete the following substeps:
     1. Select the open activity.
     2. Click Reply.
     3. Paste response from canned verbiage to advise that the inquiry/request was forwarded to the correct department for review and response.
        Note: Ensure that the specific department name has been specified.
     4. Click Send.
     5. Select the back arrow to return to the case form.
   • If Email, complete the following substeps:
     1. Open the email received.
     2. Click Reply.
     3. Insert the correct email response.
        Note: The correct email response is determined by its specific brand.
     4. Remove the sentence that advises to see the attached Resolution Letter.
     5. Copy + Paste in response from canned verbiage to advise that the inquiry/request was forwarded to the correct department for review and response.
     6. Note: Ensure that the specific department name has been specified.
     7. Click Send.
     8. Select the back arrow to return to the case form.
8. Navigate to the Loan Number field.
9. Enter the loan number into the Loan Number field.
10. Choose the applicable Customer Type/Requestor.
11. Complete the following substeps to enter and submit the applicable LSAMS comment codes per Intake box:
    • Research Incoming Note Code = DRVR:
      1. Add notes summarizing the inquiry received and the action taken.
      2. Click Submit.
    • Research Outgoing/Research Department Note Code = RESE:
      1. Add notes summarizing the inquiry received and the action taken.
      2. Click Submit.
    • FileNet (Mail) Code = RSML:
      1. Add notes summarizing the inquiry received and the action taken.
      2. Click Submit.
    • Message Center Note Codes = CSM1:
      1. Paste the message received.
      2. Click Submit.
    • Message Center Note Codes = CSM2:
      1. Paste the reply sent.
      2. Click Submit.
12. Ensure that the resolution details have been forwarded.
13. Click Submit Case.
    Note: An activities pop-up should appear.
14. Click Forward.
15. Complete the following substeps:
    1. Locate the “To” section of the email.
    2. Enter the correct department name into the “To” section.
    3. BCC user’s own email address.
       Note: This action ensures that the email was correctly sent.
16. Ensure any documents received (attachments) are both attached in the email and are manually uploaded to the file via the iAssist Documents section.
    Note: Complete the following substeps for Mail Intake:
17. Remove the link that populated in the body of the email.
18. Manually attach the documentation received to the Email/Attachment section.
19. Click Refresh.
20. Ensure attachments are present.
21. Proceed to the next step.
22. Click Submit.
    Note: Intake case status should update to Cancelled.
23. End process.