CA RiskMinder Administration Guide › Managing Cases

Managing Cases

Important! In this section, some tasks (Handling Cases) can be performed by Customer Support Representatives, some (Analyzing Transactions) only by Fraud Analysts, and some (Creating a New Queue) by Queue Managers. However, an Organization Administrator (OA) and a Global Administrator (GA) have all the privileges to handle these tasks for the organization(s) in their purview.

The Case Management feature of RiskMinder provides your User Administrators (UAs) and Fraud Analysts (FAs) a single unified view of the data related to cases. This enables them to analyze the data more efficiently and take faster, better-informed decisions towards resolving the cases. In addition, analysts can also constantly track the status and progress of their cases and maintain complete case histories with instant access to all related information.

This feature enables you to:

• Efficiently manage customer service and support
• Manage large numbers of cases and investigations
• Create actions and tasks with due dates
• Assign actions with due dates
• Record investigation notes and the resolution provided to the user
• Handle cases and tasks more efficiently
• Keep clear audit trail or history of actions on a case
• Analyze trends
• Generate fraud-related reports

This section guides you through the basics of RiskMinder Case Management, and covers the following topics:

• Understanding RiskMinder Cases
• Case Roles
• Case States
• Case Management Workflows
• Creating a New Queue
• Managing the Case Queue
• Rebuilding a Queue
• Analyzing Transactions
• Handling Cases
• Generating Case Management Reports