CA RiskMinder Administration Guide › Managing Cases › Handling Cases › Managing Inbound Customer Calls (CSRs)

Managing Inbound Customer Calls (CSRs)

When an end user calls your Customer Support Center to dispute a transaction, then the attending CSR must use the Manage Inbound Calls page to capture the information provided by the user and make the required changes to the case based on this information.

To make the required changes to the case by using the Manage Inbound Calls page:

1. Log in as a CSR.
2. Activate the Case Management tab.
3. Under the Case Management section, click the Manage Inbound Calls link to display the Manage Inbound Calls page.
4. From the Select Organization list, select the required organization.

   The updated Manage Inbound Calls page appears.

5. Enter User Identification and click Submit.

   If you have configured accounts for the organization, you will be prompted to enter the user identifier. You can filter based on user name or the account type from the drop-down list.

   The Manage Inbound Calls page is refreshed with the specified user’s case information.

   The fields in the page are explained in the table in Working on Cases (CSRs).

6. Perform the required actions to capture the user inputs by using the fields explained in the table in Working on Cases (CSRs).
7. When done, click Save to update your changes to the case.

   If you do not want to save the changes you just made, click Cancel.