7. Archiving the Case
After completing the Case Closing step, the agent must archive the case. This process ensures that the client receives all relevant case-related information, allowing them to finalize it on their end. Once archived, no further actions are required from the agent’s side.
Preconditions:
The Case Status must be "Solved" before archiving.
Steps to Archive the Case:
Access the Case
Navigate to the resolved case in the system.
Go to the "Documents" section.
Initiate Archive Creation
Once the case status is "Solved", an additional action "Create Archive" appears in the Documents section.
Click on "Create Archive" to proceed.
Select Documents
Choose the relevant documents that need to be included in the archive.
Ensure all necessary case-related files are added before proceeding.
Choose Client Contact for Notification
Select the appropriate client contact(s) who should receive the archive notification.
Verify the email addresses to ensure proper delivery.
Generate and Send Archive Notification
The system generates an email notification containing: A message confirming the case closure, A secure URL for downloading the document archive.
The secure URL is valid for 7 days for the client to access and download the documents.
Completion
Once the notification is sent, the case is officially archived.
No further actions are required from the agent’s side.
The case is now considered fully completed.
This process ensures that clients receive all necessary documentation and can finalize the case on their end, maintaining a smooth and organized workflow.
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