Answering Ask-Us Emails

This process is quite different now!

Incoming emails are loaded directly into CRM and are listed in the All New Cases from Email view.

All incoming emails are assigned Priority = P2; then they are moved into queues when they are assigned a case type and a subcase type.

Cases are created by the user account called “# Tier 1 Case Management UAT”.

When we assign a case type and subcase type, the email disappears from the All New Cases from Email case view, and is displayed in the escalation queue corresponding to the case type that was assigned.

When resolving a case that is typically a P3, be sure to change the Priority to P3 before resolving it.

I will explain further about where to find the emails that have been sorted into queues, and how we will handle the emails with documents attached that need to be processed. [PLH @14may2025 - Review the meeting recording for details to be added.]