Salesforce or XTRAC?

Your client called in, and you walked them through the corrections they needed to make to their Business Account application. They will be sending the updated pages back to you via secure message later today.

Where do you document this interaction?

• XTRAC

• Salesforce

• Both XTRAC and Salesforce

You pulled the clients corrected Business Account App from the secure message center, and attached it to the XTRAC item. You also confirmed that the previously provided information on the rest of the application was still correct.

Where do you document this interaction?

• XTRAC

• Salesforce

• Both XTRAC and Salesforce

A client you were working a case for called you with some questions about the EFT instructions they are trying to add to their accounts. You explained the acceptable supporting documents they could provide. They are going to send a voided check.

Where do you document this interaction?

• XTRAC

• Salesforce

• Both XTRAC and Salesforce

You made an attempt to contact your client about the NIGO Power of Attorney form they sent in. You were unable to reach them, but left a voicemail and sent them an e mail detailing the next steps.

Where should you document this information?

• XTRAC

• Salesforce

• Both XTRAC and Salesforce

• I'm not sure, I'll have to ask my mom

A client calls in and is unable to reach their case manager. You get the call. They have some questions about why their name change request was NIGO. You are able to answer their questions, and they will get that documentation sent in shortly.

Where do you document this?

• The NIGO XTRAC work item

• You would create your own Salesforce case to document this interaction so you could track the case

• Document the interaction in the existing salesforce case, and chatter the case manager letting them know what you talked to the client about

• Your Salesforce case, the existing Salesforce case, and the NIGO XTRAC item

You make your first attempt to contact the client and get in touch with them right away! You get the verbal confirmation you needed to make their EFT request IGO!

What should you do/where should you document this?

• Document the interaction in Salesforce and XTRAC and flip the XTRAC item NIGOIGO so the processors can add the instructions.

• Document the interaction in Salesforce.

• APOS the EFT instructions and resolve the XTRAC item.

• APOS the EFT instructions and resolve the XTRAC item AND document the interaction in your Salesforce case and resolve your case.