Completing the investigation activity

Once you have completed the assessment phase of a new case, you can begin the investigation of the customer's issue. Here is where the main research into the client's issue is done.

While the case is in investigation, as an agent, your job is to make sure the case is being worked on as quickly as possible to meet your service level agreement with the customer.

As part of completing the investigation activity, you can change the task category, case priority, status of the case, and target completion date. You can also attach any supporting documents and route the case to another user, user group, role, etc. Remember to include notes about any actions you have taken while you are investigating the case and if you are finished, mark the investigation activity as completed so the case can move to the next phase of resolution.

To complete the investigation activity in NABD:

  1. Open your User Dashboard and select the investigation activity assigned to you.

  2. Open the case by clicking check mark in the Options column.

    The Case Investigation page will appear providing you with an overview of the case's current status and SLA compliance.

    From this page you can view the case, create a task, or add to the Knowledge Base.

  3. In the Activity operation completed Investigation field, click the check box to indicate you have completed the activity.

  4. In the Completion date box, select the date you completed the task by using the calendar.

  5. If necessary, type any notes in the Notes field.

  6. If you're done, click Save and close.