Course Content
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
