Completing the investigation activity

Once you have completed the assessment phase of a new case, you can begin the investigation of the customer's issue. Here is where the main research into the client's issue is done.

While the case is in investigation, as an agent, your job is to make sure the case is being worked on as quickly as possible to meet your service level agreement with the customer.

As part of completing the investigation activity, you can change the task category, case priority, status of the case, and target completion date. You can also attach any supporting documents and route the case to another user, user group, role, etc. Remember to include notes about any actions you have taken while you are investigating the case and if you are finished, mark the investigation activity as completed so the case can move to the next phase of resolution.

To complete the investigation activity in NABD:

1. Open Case management screen and open Edit case  screen ,Then there are 2 ways to complete the activity

   • First way:

                             Check the check box beside Investigation activity
   
                            
                             You will get the following message and if you click OK Investigation activity will be completed

• Second way:

                                     Click on Investigation link , you will get this popup

• In the Activity operation completed Investigation field, click the check box to indicate you have completed the activity.
  
  

• In the Completion date box, select the date you completed the task by using the calendar.
  
  

• If necessary, type any notes in the Notes field.
  
  

• If you're done, click Save and close.