Views:

Research Direct Reply Not a Case Job Aid

The following items qualify as examples of Not a Case in Dynamics:
Note: This is not a complete list.

  • Direct Response/Reply (Answer Basic Question(s); no document(s) sent, no file update(s), etc.)
  • Document(s) Received for Upload Only (No Forward, No Response, No Case Necessary)
  • Expired Message Notification
  • Fax Sent Report
  • Thank You Response/Resolution Received Confirmation (No Response Necessary)
  • Blank Intake Item
  • Intake Received w/ No Action Required

Direct Reply ONLY - Not a Case

  1. Open Intake.
  2. Navigate to Activities.
  3. Double click under the checkmark on the lefthand side of the screen.
  4. Read email/inquiry received and determine if basic question(s) can be answered with emailed reply.
  5. Click Reply.
  6. Click Insert Template and complete the following substeps:
    1. Change field name to Regarding.
    2. Click Select.
    3. Choose correct Research template.
      Note: This is dependent on the specific brand.
    4. Click Apply Template.
    5. Proceed to the next step.
  7. Complete the following substeps for Message Center:
    1. Open Message Center.
    2. Select the open activity.
    3. Click Reply.
    4. Copy + Paste response from canned verbiage OR type in answer with an opening such as:
      • Thank you for contacting us!
    5. Click Send.
    6. Select the back arrow to return to case form.
  8. Complete the following substeps for Email:
    1. Insert the correct email response template.
      Note: This is determined by the specific brand.
    2. Remove the sentence advising to see the attached Resolution letter.
    3. Replace above sentence with pasted in response from canned verbiage OR type in answer to question.
    4. Click Send. Select the back arrow to return to case form.
  9. Navigate to the Loan Number field.
  10. Enter loan number into loan number field.
  11. Choose Borrower for Customer Type.
  12. Enter NOT A CASE (OTHER) into Resolution Details field.
  13. Enter DIRECT REPLY EMAIL TO CUSTOMER into Resolution Reason field.
  14. Complete the following substeps to enter and submit the applicable LSAMS comment codes per Intake box:
    1. Research Incoming Note Code = DRVR:
      • Add notes summarizing the inquiry received and the action taken.
      • Click Submit.
    2. Research Outgoing/Research Department Note Code = RESE:
      • Add notes summarizing the inquiry received and the action taken.
      • Click Submit.
    3. FileNet (Mail) Code = RSML:
      • Add notes summarizing the inquiry received and the action taken.
      • Click Submit.
    4. Message Center Note Codes = CSM1:
      • Paste the message received.
      • Click Submit.
    5. Message Center Note Codes = CSM2:
      • Paste the reply sent.
      • Click Submit.
  15. Click Submit Case.
  16. End process.
     

 

Keywords: Direct Reply, Not a Case, Research, RR