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Close a Case in Manage Cases in TrustLine

Summary

 This guide explains how Admin users and assigned Representatives can close cases in the Manage Cases section of TrustLine. The process involves adding case details, final case summaries, and transferring the case to the Archived Cases section.

In this article

  • Before you begin
  • Step 1:  Access Manage Cases
  • Step 2: Close a Case
  • Step 3: Add Final Case Summary
  • Step 4: Send Case Summary and Archive the Case
  •  Frequently Asked Questions (FAQ)

Before you begin

  • You need to have an Admin role or be an assigned Representative to close cases in TrustLine.
  • Ensure your account has the necessary permissions to view Manage Cases and close cases.

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. Close a Case

  1. In the Manage Cases section, locate the case you wish to close in the grid.
  2. Click on the three dots on the right-hand side of the case.
  3. Select Close from the dropdown menu.
  4. You will be prompted to provide additional information, such as:
    • Has this case been resolved?
    • Internal Notes (optional)
    • Documents (optional, you can upload supporting documents)
  5. After filling in the required details, click Next to proceed.

Step 3. Add Final Case Summary

  1. On the next page, you will be asked to provide a Final Case Summary.
  2. You can generate a summary automatically by clicking the Generate button, or you can manually enter the summary.
  3. After adding the summary, click Next to continue.

Step 4. Send Case Summary and Archive the Case

  1. On the next page, you will see two toggle buttons:
    • Send Case Summary to Submitter: Turn this on to share the case summary with the victim.
    • Archive Case: Turn this on to move the case to the Archived Cases section.
  2. You can also manually archive the case by clicking on the three dots next to the case and selecting Archive from the dropdown menu.

Frequently Asked Questions (FAQ)

1.Who can close a case in TrustLine?

Only Representatives assigned to the case and Admins can close a case in TrustLine.
 

2. What information is required to close a case?

 When closing a case, you need to provide details such as whether the case has been resolved, any internal notes, and the option to upload documents. You will also need to add a Final Case Summary.

3.Can I share the case summary with the victim?

 Yes, by turning on the Send Case Summary to Submitter toggle, the representative can share the case summary with the victim.
 
 

4.What happens after I close the case?

 After closing the case, you can either share the summary with the submitter (victim) and move the case to the Archived Cases section. You can also manually archive the case through the three dots menu.

5.Can I manually archive a case?

 Yes, you can manually archive a case by selecting the Archive option from the three dots menu in the Manage Cases section.
 

This guide should help you close cases and manage case summaries within the TrustLine platform. If you encounter issues or need further assistance, please reach out to your HR or system administrator.