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Go to Manage Cases in TrustLine

Summary

 This guide explains how Admin users can access and navigate the Manage Cases section in TrustLine. You can view case summaries, chat with category owners, and download case-related data.

In this article

  • Before you begin
  • Step 1: Access Manage Cases
  • Step 2: Use Manage Cases Features
  • Step 3: Access Archived Cases
  •  Frequently Asked Questions (FAQ)

Before you begin

  • You need to have an Admin role with the necessary permissions to access Manage Cases in TrustLine.
  • Ensure that your account has access to the Admin tab and TrustLine features.

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. From the Admin tab, select Manage Cases to open the Manage Cases section.

Step 2. Use Manage Cases Features

  1. In the Manage Cases section, you will see two options: Manage Cases and Archived Cases.
  2. For cases in Manage Cases, click on the three dots next to any case to access the following options:
    • View Summary
    • Conversations
    • Case Notes
    • Archive
    • Closed
    • Download Case Summary
    • Download Chat History
  3. To start a chat, click on Conversations and communicate directly with the Category Owner.

Step 3. Access Archived Cases

  1. In the Archived Cases section, you can view the following case statuses:
    • Resolved
    • Unresolved
    • Pending
    • Closed
  2. For Closed Cases, click on the three dots in the right corner to see these options:
    • Download Case Summary
    • Download Chat History

Frequently Asked Questions (FAQ)

1.Who can access Manage Cases?

Only Admin users with the necessary permissions can access Manage Cases. If you do not have permission, the Manage Cases section will not be visible to you.
 

2. What can I do in the Manage Cases section?

 Admin users can view case summaries, communicate with category owners, download case summaries and chat histories, and manage case statuses like archiving or closing.

3.What is the difference between Manage Cases and Archived Cases?

Manage Cases allows you to manage and track ongoing cases, while Archived Cases includes past cases with statuses such as Resolved, Unresolved, Pending, or Closed.
 
 

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