Contact Management allows authorized users to create and maintain templates for capturing the priority, status, and details of a correspondence record or a case and for creating letters. Contact Management Maintenance pages are used to add and edit categories, call scripts, keywords, case types, templates, etc. to accommodate changes as business processes created or modified.
Other Contact Management Maintenance pages are used to add or edit a workflow to support businesses processes. A workflow is how tasks and information flow in Contact Management.
A category describes what is the general reason for a correspondence record (CR) - the call reason. You can configure the subjects, custom fields, and templates workflow information for a particular CR category. For each category, you can indicate whether supervisor approval is needed before the CR can be closed. When a category is selected for a CR, the Subject field and other fields are filtered for that category to present the appropriate information. New subjects are configured using the Valid Values function in Rules Management. After a subject has been added as a valid value, you can select it as one of the subjects that can be used for a particular category.
Call scripts are helpful hints or instructions that guide you on what to say to the customer when working on a CR. You can add or edit call scripts on the maintenance page but not on the CR.
Keywords are predefined input values that are displayed on the Letter Generation Request page, as defined by the letter template. Keywords can be used to request input from the user or to retrieve input from the database
You use predefined templates to create letters. Letter templates are initially defined in xPression. You can edit the templates within the Contact Management Maintenance function. You can associate a template with various keywords that provide input for the letter. You can also set the default value for how many days a letter recipient has to respond with information. You can also indicate on the template if the letter requires a supervisor’s approval before being sent.
You can set up pre-defined information for a case type. You can set up the pre-defined case dates and case steps that appear on a case record for a particular case type. You can also use this page to add and edit a case type and setup the custom fields and templates that are associated with a particular case type. Case dates and case steps are associated with a specific case type. Therefore, when a new case record is created and a case type is selected, the Case Steps and Case Dates tabs are automatically populated with pre-defined steps and dates. Examples of case types include appeals and Level of Care Determination. Descriptions for case steps and events are configured using the Valid Values function in Rules Management. After a case step or event description has been added as a valid value, you can select it when defining the step or event for a case type.
You can define the column description, data type, length, active, required, protected and scope for each custom field. You can define custom fields for a CR or case record. The custom fields defined here are then associated with a case type or category through the Maintain Case Type and Maintain Category pages respectively.
Electronic Document Management System (EDMS) is a subsystem that allows you to image, index, and store documents and to generate letters. You can to set specific values that EDMS uses to automatically create a Contact Management correspondence record or case as incoming documents are processed by the subsystem.
You can define filters that restrict user access to contact management records. Assigning filters restricts the user to record-level access.
You can add or edit business units within the levels of a line of business (LOB) hierarchy, which includes LOB, reporting unit, business unit, and work unit (department) and the relationship between the levels. For example, an LOB consists of reporting units which could consist of business units, which could also consist of work units.
About Maintaining Call Scripts
About Maintaining Custom Fields
What Is Data Element/Valid Value?
Version as of 5/16/14.
Copyright © 2017 Conduent, Inc. All rights reserved. Conduent and Conduent Agile Star are trademarks of Conduent, Inc. and/or its subsidiaries in the United States and/or other countries.