Search and Create a New Case Service:

  1. In the Services Big Menu, select Contact in the New column. (IQ will open the Find or Add a Contact)
  2. Enter the First and Last Name, Address, Email Address and/or Phone Number of the person for whom you are adding a new Case Service. (IQ will automatically search and display a list of possible matching Contacts)
  3. In the resulting list, determine if there is a matching Contact record and then follow either A or B:
    A) When a matching Contact record is displayed, click the +Service in-row action. Select the Casework Service type.
    OR
    B) When no matching Contact record is found, click the Add Contact button. Enter all of the contact’s information (e.g. Prefix, Address, Phone Number and/or Email Address) and click the Add & Open button. (IQ opens the new Contact record page). Click the Actions button and select Service. Then select the Casework Service type.

 

Add Casework Information:

  1. Type a Description of the Case (e.g. Mr. Jones needs assistance with obtaining his Social Security check).
  2. Select an Alert date to set a reminder to be notified about a case. (Alert Dates can be searched, filtered and sorted).
  3. Select the appropriate Agency Code(s) (e.g. VA, SSA, USCIS, etc.) in the Service Codes field. (Codes are used for categorizing, reporting and agency liaison associations.)
  4. Enter any other pertinent information into the Case Status, SS#, Case Number, Resolution, Success Story, Monetary Value, etc. fields. (The additional fields are used for searching, and report analytics).
  5. Click the Save button at the bottom of the window.

 

How to Attach a File:

  1. Click the Paperclip icon in the Attachments field.
  2. Drag and drop your file into the window or click on the “Drag and drop files here, or click for the option to browse for file” to open the Window’s file selection dialog. Select all files to be attached, and click the Open button. (The selected files will appear in the Attach File dialog with a delete icon next to each).
  3. Type any comments about the file(s) in the Note field and click Attach. (In the Activity section, IQ displays the attach file names, notes and detailed information about the attachment - date/time/user information).

 

How to Attach an Agency or Other Contact:

  1. Click the + icon next to Other Contacts in the Detail section.
  2. Type the First and Last Name (IQ displays a drop-down list of possible matches). If the person exists, then select the person and click the Attach button.
    OR
    If you need to add a new contact, click the Add Contact link. (IQ displays the Attach New Other Contact for Service dialog). Enter in all of the contact’s information (e.g. Prefix, Address, Phone Number and/or Email Address) and if adding a new Agency Contact, select the Business and Agency checkboxes at the top of the window to enter the appropriate information. Click the Attach & Exit button.

Add a Case Note:

  1. In the Activity section, type your notes in the Add a note field.
  2. Click the Post button to save. (There is a 4,000 character limit per note and IQ displays a character counter. If you exceed 4000 characters, you will not be able to save your Note until you remove the excess characters.)

 

Log a Phone Call:

  1. In the Activity section, click on the Phone icon.
  2. In the Contact field, type the constituent’s name, agency contact’s name or anyone else associated with the Case Service record. Select the person and click the Attach button.
  3. In the Call Type field, select either Incoming or Outgoing.
  4. In the Add a Note… text field, enter the appropriate information about the phone call.
  5. Click the Save button. (In the Activity section, the phone call information will be detailed and included in Message Analytics and Reports).

 

How to Send a Form Letter to the Primary or Other Contacts:

  1. Click the Envelope icon next to the person’s name in the Primary or Other Contacts column.
  2. In the Message record, populate the fields, such as Outgoing Method, Issues, Assigned To, and Salutation, as needed.
  3. In the Form Letter field, type the “Form Letter Name” or search for the desired Form Letter. (The salutation and contents of the selected form letter will be displayed below the Attachments field).
  4. Enter values for any Fill-In fields that appear for the letter.
  5. Click in the Status field and select Approved (if needed).
  6. Click the Send button if the Outgoing method is email or the Print button/Print Final if the method is US Mail. (Note: This action changes the status of the Message record to Completed).
  7. Click the Service breadcrumb at the top of the Message record to return back to the Case Service record.

 

How to Send a Customized Response to the Primary or Other Contacts:

  1. Click the Envelope icon next to the person’s name in the Primary or Other Contacts column.
  2. In the Message record, populate the fields, such as Outgoing Method, Issues, Assigned To, and Salutation, as needed.
  3. Click the Customized button.
  4. Type the contents of the customized letter in the Content editor and click the Save button.
  5. Click in the Status field and select Approved.
  6. Click the Send button if the Outgoing method is email or the Print button/Print Final if the method is US Mail. (Note: This action changes the status of the Message record to Completed).
  7. Click the Service breadcrumb at the top of the Message record to return back to the Case Service record.

 

How to Complete a Case:

  1. On the Casework Service General Tab, click the Pencil icon next to Status: Open in the Detail section.
  2. In the Route Service dialog, the Available Routes will default to Completed, if this is the last or only step in the Case Service record.
  3. Type an optional note in the Closing Note field.
  4. Select the appropriate Closed Status Code (e.g. Closed, Closed Favorably, etc.).
  5. Click the Close Service button.