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Archive in Manage Cases in TrustLine

Summary

 This guide explains how Admin users can archive cases in the Manage Cases section of TrustLine and set up reminders to prompt representatives to archive closed cases.

In this article

  • Before you begin
  • Step 1: Access Manage Cases
  • Step 2: Archive a Case
  • Step 3: Set Up Reminder to Archive
  •  Frequently Asked Questions (FAQ)

Before you begin

  • You need to have an Admin role with the necessary permissions to access Manage Cases and Archive cases in TrustLine.
  • Ensure your account has the appropriate permissions to manage cases and set reminders.

Step 1. Access Manage Cases

  1. Log in to your Plumm account with your genuine credentials.
  2. Go to the Admin tab on the dashboard.
  3. In the Admin tab, click on Manage Cases to open the case management section.

Step 2. Archive a Case

  1. In the Manage Cases section, you will see a grid displaying all cases.
  2. Click on the three dots next to the case you wish to archive.
  3. Select Archive from the dropdown menu.
  4. The case will now be moved to the Archived Cases section.

Step 3. Set Up Reminder to Archive

  1. To remind representatives to archive closed cases, go to the Settings section.
  2. In Settings, select Reminders.
  3. Under the Reminder to Archive section, you can select the number of days after a case is closed that a reminder should be sent to the representative to archive the case.
  4. This reminder applies only to closed cases.
  5. Once you’ve selected the desired days, the system will send a reminder to the representative to archive the case.

Frequently Asked Questions (FAQ)

1.Who can archive cases in TrustLine?

Only Admin users with the necessary permissions can archive cases in the Manage Cases section. If the Admin does not have permission, the Archive option will not be visible.
 

2. What is the Reminder to Archive feature?

 The Reminder to Archive feature allows Admin users to set a reminder for representatives to archive closed cases after a specified number of days. This reminder helps ensure that cases are archived promptly.

3.Can I archive a case manually?

 Yes, Admin users can manually archive any case by selecting the Archive option in the Manage Cases section.
 
 

4.How will the representative be notified to archive the case?

 The system will send an email reminder to the representative one day before the selected reminder period, prompting them to archive the closed case.

This guide should help you archive cases and set reminders in the TrustLine platform. If you encounter issues or need further assistance, please reach out to your HR or system administrator.