Opening & Submitting a Research Case Job Aid

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 confirm if case needs to be opened.
5. 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.
6. Complete the following substeps for Email:
   1. Open email received.
   2. Click Reply.
   3. Remove the sentence advising to see the attached Resolution letter.
   4. Replace above sentence with pasted in response from canned verbiage OR type in answer to advise case being opened.
      Note: Most cases are 7-10 business days – Escrow Add is 21 business days and Escrow Cancellation is 15 business days.
   5. Click Send. Select the back arrow to return to case form.
7. Navigate to the Loan Number field.
8. Enter loan number into loan number field.
9. Choose Customer Type/Requestor.
   Note: An Authorized Third Party must be documented within iAssist before they can be chosen as a Customer in Dynamics.
10. Complete the Request Details section:
    • Group
    • Request Type
    • Request Description
11. Complete all Notification Set-Up details.
12. Navigate to the Attachments section.
13. Edit to name/disposition any necessary documentation.
14. 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.

15. Click Submit Case.
16. End process.