Siebel 8.2.2 Case Management for Public Sector

Students will gain hands-on experience using the Siebel Public Sector application and handling cases. They will also see how to apply general Siebel Customer Relationship Management (CRM) features to the Public Sector application. Tasks include adminstrative (set up) tasks as well as end-user (agent) tasks.

Learn to:

• Create and manage cases
• Create and use assessments
• Create and use benefit programs and service plans
• Process change of circumstances and appeals
• Approve and assign cases
• Use the Public Sector eService and Provider Portals

A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made.

Audience

• Administrator
• Business Analysts
• Functional Implementer
• Process Developer
• Project Manager
• Team Leader

Course Topics Siebel Case Management Introduction

• Data entities involved in case and incident processing
• Overall Siebel application architecture and principles
• Benefit and investigative cases

Navigation, Data Manipulation, and Queries

• Navigate the application interface
• Create, edit, and delete records
• Formulate and run queries to locate information

Access Control

• How data is controlled within the application
• Responsibilities, positions, divisions, organizations, and users

Case Creation

• Manually creating cases
• Using iHelp and Task UI to create cases

Programs, Benefits, and Service Plans

• Creating programs and benefits
• Determining eligibility and awarding benefits and payments
• Using Oracle Policy Automation (OPA)
• Performing assessments
• Establishing service plans and goals
• Using effective dating
• Managing change of circumstance (CoC)

Managing Cases

• Performing validation checks
• Performing quality assurance (QA) reviews
• Using activity plans
• Securing approvals
• Assigning and routing cases
• Allocating time spent on cases
• Processing appeals

Additional Features

• Administering list of values (LOVs)
• Creating and using state models
• Running and scheduling reports
• Activating worfklows

Using the Public Sector Portals

• Using the Public Sector eService (citizen) portal
• Using the Public Sector Provider (partner) portal

Course Objectives

• Process change of circumstances and appeals
• Approve and assign cases
• Track time spent on cases
• Run and schedule reports
• Use the Public Sector eService and Provider Portals
• Create and use templates
• Describe view and data access
• Create and manage cases
• Create and use assessments
• Create and use benefit programs and service plans
• Navigate the application and manipulate data