Inhalt/Content
Creating a Claim
In principle, there are two ways to create a claim:
- in novomind iAGENT Desk (e.g. if a complaint has been received)
- in novomind iAGENT Claim (e.g. if a case is required without prior customer contact)
Creating a Claim in novomind iAGENT Desk
To create a new claim in novomind iAGENT Desk, highlight the respective ticket in your personal inbox. Open the Claim tab and then click the New Claim button. The input screen for creating a new claim will then open in novomind iAGENT Claim.
Creating a Claim in novomind iAGENT Claim
To create a claim in novomind iAGENT Claim, use the New claim button in the main button bar of the Claim window.
Enter in the claim details in the input screen which opens up. The screen contains standard fields and generic fields according to the configuration.
Mandatory fields are marked with an asterisk *. When saving a claim, the system checks whether all mandatory fields have been filled and returns an error message in case of missing mandatory content.
The claim Name is optional and can be chosen freely.
Agent* and Receipt* are preallocated but may be manually edited. Agent* is the agent to whom the claim is currently allocated. The date in Receipt* is the starting date of the claim. By default, the current date is chosen here.
Select a claim Category*. In the category selection list, the system lists all categories which you may process according to the configuration. For a tenant-dependent login (to be configured system-dependently), only the categories of the respective tenant will be displayed.
Set the claim Priority* ranging from Very Low to Very High.
Define the current claim Status*. The statuses available to choose from depend on your system’s configuration. The default configuration offers the statuses Open and Reactivated.
Optionally, you can specify a Deadline in order to reply to a customer within a certain period of time, for instance. If the claim exceeds that deadline, it will be flagged in red in the claim list.
The checkbox Entitled allows you to indicate whether a claim is justified.
Additional, so-called Generic Fields with individually specified content can be generated via the system configuration.
In the Reasons section in the right-hand window, select the reason for the claim. The filter facilitates the search for a specific reason. Select the desired reason by checking the corresponding checkbox (multiple selections are supported). Which reasons will be displayed for selection in the list depends on the system configuration.
If you have tickets in your personal inbox that are not assigned to a specific claim, you can find these listed in the Mail field. If required, you can also allocate them a claim at this point. Again, multiple selection is supported.