Returns and Claims Queue Management and Assignment FAQ Xvantage for Associates

Summary:

This FAQ article offers a summary regarding the management and assignment of queues for Returns and Claims.

Table of Contents:

1. How can I start working on cases?

2. How to view the cases assigned to me?

3. Can I assign cases to my bucket by bulk?

Question 1: How can I start working on cases?

Answer:

1. Go to My Apps and open Okta.  

2. In Okta, search for Xvantage for Associates(X4A) and open it.  

3. Within X4A, hover over the left navigation menu and click Customer Service.

4. Then, select Returns and Claims.

5. On the Returns and Claims landing page, click the Owner button. Tick Unassigned and then Apply.

6. All unassigned cases will be displayed. Click the Case ID to view full details.

7. On the right side of the screen, nominate your name under the Owner section.

8. The case will appear on your queue.

Question 2: How to view the cases assigned to me?

Answer: Your queue will be displayed beside the Queues and All Cases text, right on the Returns and Claims landing page.

Question 3: Can I assign cases to my bucket by bulk?

Answer: No, there’s no option to assign cases by bulk as of the moment. This needs to be done manually, referring the steps from the 1st question in this FAQ article.