ucpath task: monitor ucpath center cases...ucpath task: monitor ucpath center cases last changed on:...

UCPath Task: Monitor UCPath Center Cases

Last changed on: 4/6/19

Use this task to review the status of an existing inquiry with the UCPath Center.

Dashboard Navigation: Ask UCPath Center or Menu Navigation: Help / FAQ > Ask UCPath Center

Note: This example uses sample images as seen on a computer. Sample images appear differently on a tablet or smartphone, but the steps remain the same.

Step Action

1. The Welcome to Ask UCPath Center page appears. The following links appear at the top of the page: My Inquires, Submit An Inquiry, Topics and UCPath Portal.

Click the My Inquiries link.



Step Action 2. Two tabs appear at the top of the page: My Open Inquires and My Closed

Inquiries. If you have the ability to submit inquiries on behalf of others, two additional tabs appear: On Behalf Of Open Inquiries and On Behalf Of Closed Inquiries (not shown in this example).

3. Use the My Open Inquiries page to review the list of your cases. The inquiry you submitted most recently appears at the top of the list.

To help you locate the specific case you want to monitor, the list displays the Date/Time Opened, Case Number, Topic, Subject, Status, Parent Case Number, Case Origin and Submitter Name.

Click the scroll bar to view more columns.

4. Notice that the list is currently sorted by the date and time the case was opened. The arrow next to the Date/Time Opened header indicates the column is sorted in ascending order with the oldest at the top and the newest at the bottom.

5. Sort your inquiries by clicking any column heading. You can only sort one column at a time; you cannot combine columns to sort.

Click the Date/Time Opened link.



Step Action 6. Now the list is sorted in descending order; the newest case is at the top of the list.

Click the Date/Time Opened link again..

Step Action

7. Click a case number to display details for a specific inquiry.



Step Action 8. If you add comments to a case, the comments are considered public, which means

the employee and anyone who works the case can see the comment. Agents who work the cases can choose to mark comments as internal, which means the employee/initiator will not see the comment.

Click in the Add a new comment field.

9. Enter the desired information into the Add a new comment field.



Step Action 10. In this example, the comment was completed on your behalf.

Notice the paperclip icon below the comment text. You can click this button to add an attachment with your comment.

11. Click the Submit comment to the UCPath Center button.

Step Action 12. Comments do not appear in the Case Comments section unless you refresh the

page. Click the Refresh button.



Step Action 13. Click the scroll bar.

Step Action 14. The Case Comments section displays the number of comments you entered, your

name and the creation date. To view all comments, click the View All link.



Step Action 15. The list of all comments appears. Remember that some comments may not be

public and do not appear in the list. Click the Show More button.

16. Depending on your web browser, you may not see any items on the More menu. You cannot edit or delete case comments.

17. To return to the case details, click the Case link.




Step Action 19. You can add unlimited files after the inquiry is saved.

Click the Upload Files link.



Step Action 20. Navigate to and select the appropriate file. Accepted formats include MS Office

suite, PDF, JPG, TIFF, PNG or WAV. For this example, click the January Paycheck.pdf list item.

21. Click the Open button.

Step Action 22. A message confirms the file was uploaded.

Click the Done button.



Step Action 23. Another message confirms the file was uploaded.

If the message does not automatically close, click the Close button.

Step Action 24. You can view all attachments in a list.

Click the View All link.



Step Action 25. The Attachments page lists all attachments connected to the inquiry.

Click the Show more button.

26. Depending on your web browser, you may not see any items on the More menu. You cannot delete attachments or upload replacement attachments, but you can download a copy of an attached file.

Click the Show more button again to hide the menu.

27. Click the Case link.




Step Action 29. Related Cases are cases linked to this inquiry.

The Emails section displays any email messages associated with this case. Emails become hidden within 60 seconds. Agents can decide to make email messages public when working the case.

30. Click the Email link.



Step Action 31. Review the email information as you

scroll down the page. Click the scroll bar.

Step Action 32. Review the email from the UCPath Center.

Click the scroll bar.



Step Action 33. Click the case number to return to the details of the case.

Click the Case link.

Step Action 34. To review closed inquiries, click the My Inquiries link.



Step Action 35. Click the My Closed Inquiries tab.

Step Action 36. Use the My Closed Inquiries page to review the list of your closed cases. The

inquiry you submitted most recently appears at the top of the list. To help you locate the specific case you want to monitor, the list displays the Date/Time Opened, Date/Time Closed, Case Number, Topic, Subject, Status, Parent Case Number, Case Origin and Submitter Name.



Step Action 37. Click the 00180567 link.


Step Action 39. Notice the Status is Closed/Resolved. 40. Click the scroll bar.



Step Action 41. Return to the Welcome to Ask UCPath Center page.

Click the Home link.

42. You have reviewed the status of an existing inquiry via the UCPath website. End of Procedure.

ucpath task: monitor ucpath center cases...ucpath task: monitor ucpath center cases last changed on:...

Documents