Identifying your solution artifacts

When you design your solution, identify the document classes that are needed for the cases. Then, decide which people must be involved and what they will work on.

In the credit card dispute solution, the document classes that you might need are a dispute form, a transaction statement, or a correspondence letter. The people who will work on these document classes might be the customer, a customer service representative, a dispute advisor, the merchant, or a chargeback advisor.

Next, decide what sort of activities will be needed and why. For the credit card dispute, you might have the following activities:
  • Receiving a form from a customer
  • Initiating the case
  • Tracking the case status
  • Reviewing a document
  • Requesting a copy of the sales
  • Opening a dispute claim
  • Opening a fraud investigation
  • Generating correspondence
  • Requesting a document
For each activity, you must decide who will be working on the activity, when does the activity need to be worked on in the case life cycle, and how the activity needs to be implemented.

For the activity that initiates the process, you must create roles for the customer and the customer service representative. This activity likely needs to be the first activity in the case life cycle. This activity also could be an automatic activity that has no preconditions. As an automatic activity with no preconditions, the activity will start when the case is started and can even be chained to subsequent activities.

Create steps to map how the activity is implemented. The steps for that activity might be answering a customer phone call, gathering customer information, retrieving customer data, or providing supporting documentation. You can define rule steps to automatically determine process routing or update a case according to a business rule. For example, you can add a rule step to determine the customer rating, such as DIAMOND, GOLD, or SILVER, that is based on the total transaction amount and how long the person has been a customer.

A precondition for the activity to start could be that the case was opened by the customer service representative in the Case Client when receiving the customer call.

Figure 1. Flow diagram of the activity: Initiating Case
A flow diagram of the initiating case activity, including roles and steps.

After you identify the document classes, roles, and activities, decide which properties will make up the solution. The properties for the credit card dispute cases might be card reason code, customer ID, dispute priority, or exposure amount.

After you identify the properties of your solution, specify your decisions about document classes, case types, steps, preconditions, and so on in Case Builder.