Overview:
This article shows the claims disposition process in Xvantage for Associates.
There are several factors to consider before proceeding with the case:
All required workflow tasks must be completed before approval.
The system will prevent approval if workflow steps are incomplete.
Workflow steps may vary depending on request type and configuration.
Threshold-Based Workflow Behavior.
Some workflow steps or approvals may be automatically skipped based on predefined thresholds.
Thresholds are configured by business rules (e.g., dollar amount, risk level).
Workflows may vary between similar cases.
Process:
Go to My Apps and open Okta.
In Okta, search for Xvantage for Associates(X4A) and open it.
Within X4A, hover over the left navigation menu and click Customer Service.
Then, Returns and Claims.
Your queue will be listed right on the Returns and Claims landing page (just beside the Queues and All Cases buttons).
Note: Associates must assign cases to themselves before processing.
If you need to assign a case to yourself, simply click the Owner drop-down button. Select Unassigned, then Apply.
Click the case ID to view full details. On the right side of the page, select your name under the Owner section.
You may update the status to Urgent if the request is urgent, by editing the Priority drop-down.
You will receive an email notification about the case assignment.
To begin the task, click on the Case ID from your queue to view its details.
Navigate to the Documents tab.
Review all attachments submitted by the customer.
Add comments.
Select Submit to approve the claim (Email notification will be sent).
ERP and billing distinction.
Approval generates the ERP case record.
Billing is a separate step required to complete financial processing.
A claim is not financially complete until billing and credit memo generation occur.
If denied, it will deny the request and not create an ERP record.
You may add internal notes and external notes.
Internal notes will only be visible to internal associates.
Customer Notes will be visible to all.
The claim status will pop-up in a green banner.
Select billing type from the dropdown.
Add comments.
Finally, click the Save and Send to ERP button.