VEOCC Case Creation

VEOCC Case Creation

Review and test your knowledge on case creation in Salesforce

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Roles of Salesforce for VEOCC Agents

A way to capture information about calls and create a case/record

A resource for information on a variety of topics and processes (KM Articles)

A database of Veterans and callers

Let's review some Salesforce case creation basics.

Test your knowledge on the following questions. KM 5242 is a great resource if you get stuck.

Tier 1 vs. Service Recovery

The whisper may help you determine what type of call you are dealing with. However, the content of the call is what is most vital to pay attention to. Tier 1 calls are general information or directory assistance. In other words, someone is asking for information and you are able to provide ithat information or transfer them to someone who can. The case is closed because no further action is necessary. Service Recovery is a concern, compliment, or recommendation that needs to go to another person or department to be handled before it is closed/resolved. VEOCC agents only collect the details for these types of cases. They do not actually provide a solution or answer. These cases need to be routed to the correct administration for handling.

Case Categorization

You can use your KMs to help you determine case categorization/type. These articles outline the criteria to consider when selecting a case category, type, and sub-type.

Service Recovery:Choosing an Administration

The first step to categorizing a service recovery case is to choose an administration that reflects where the case will need to be sent for resolution.

• NCA : Cases about VA National Cemeteries, burial, or memorial services
• VBA: Cases about any VBA services or benefits, VA benefits offices, or agents at any VBA calls centers like the NCC
• VHA: Cases about VA healthcare facilities, staff, benefits, or agents at any VHA call centers like the HEC or HRC
• OSVA: Cases about the Secretary of the VA or any cabinet level positions
• VA Hotline: Cases about services or staff at the VA Hotline

Tier 1: Choosing a Case Category

To properly categorize a Tier 1 call, you need to start by determining if it is Directory Assistance or General Information.

• Directory Assistance: If you provide any phone numbers to the customer or if you give them a phone number then transfer them.
• General Information: Any type of call where you are answering a question, giving information, or explaining where to find information on VA.gov.

Some Helpful KMs For Case Categorization

KM 5633

KM 6040

KM 6094

KM 6060

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Case Notes

It is important to have professional case notes with proper grammar, punctuation, spelling. You will describe the reason for the call, what you did for the caller, and any resources that you used to assist them.

Information you CANNOT put in case notes

The Veteran's name (use caller or Veteran instead)

The Veteran's address or email address

The Veteran's social security umber or birthdate.

Information that CAN be included in case notes

Physical location of a Veteran who may be homeless or in crisis (an intersection, building, park, etc.)

The names of people who are the subject of a concern/compliment (VA staff or contractors)

Private health information like medication or a diagnosis IF it is relevant to the case.

Some tips to compose good case notes:

Capitalize the specific/proper names includeing months, days of the week, cities, medications, titles, VA facilities, or people.

Always capitalize the first letter of every sentence and end with punctuation (usually a period).

Always capitalize the word Veteran.

Use proper grammar like subject/verb agreement and no slang or unapproved abbreviations.

Pay attention to spelling. Salesforce can help you identify possible errors.

Can you identify statements with grammar, spelling, capitalization, and punctuation errors?

Sample Tier 1 General Information Case Note Format

Veteran called with questions about (call topic). Using (KM # or VA.gov), I advised the Veteran (information provided).

Sample Tier 1 Directory Assistance (with transfer) Case Note Format

Veteran called with questions about (call topic). Using KM (#), I advised the Veteran (information provided). I provided the number and hours of operation to (department) and transferred the caller.

Sample Tier 1 Directory Assistance (without transfer) Case Note Format

Veteran called with questions about (call topic). Using KM (#), I advised the Veteran (information provided). I provided the number and hours of operation to (department).

Sample Service Recovery Case Note Format

When documenting concern cases, Salesforce provides a series of probing questions that need to be answered. This structure will help you to ensure all the of necessary information is included. Use complete sentences when completing these fields. Who? (Who is the subject of the case? Who has the Veteran spoken to?)What? (What happened? What is the problem?)When? (What day and or time did the event occur?)Where? (In what facility or location did the event occur?)Why?/What result is sought? (What solution is the caller seeking?)

What else is unique about Service Recovery calls?

You aren't specifically answering a question or providing a solution. You are documenting a concern/compliment/recommendation.

You are required to read your case notes verbatim to the caller to confirm accuracy.

You are required to provide a case number to the caller.

You must click "Route Case" in order to ensure it gets to the right administration and/or department

Service Recovery Case Notes

When filling out the 5W fields for Service Recovery concern cases, you may notice that everything you type will populate in the "Case Notes" field. For this reason, it is very important that you fill in these fields using complete sentences and proper punctuation. For example, after completing the who and what fields, your case note could populate as: "Dr. Smith The doctor was rude." OR "The Veteran is calling with a concern that he reported to Dr. Smith. The Veteran says that the doctor's nurse was very rude." These notes say very different things when they are not communicated with complete sentences and proper punctuation.

Case Subject

Your case subject should be 2 to 4 words in length and should give a general idea of what the call was about. Be sure to capitalize the first letter of every word in the subject.

Examples of Case Subjects

Click each subject to see an example of a case note for that topic.

Pension Eligibility Questions

Healthcare Application Questions

Concern About Wait Time

Direct Deposit Inquiry

Let's see what you know!

Quiz time!

Great job! Enjoy creating cases!

The End

• When you enter a Veteran's PII, you can look them up and identify if their information is in our system.
• If they are not in our system, you can use their PII to create a contact.
• You can look at previous calls/cases that are associated with each Veteran/caller.

Veteran wants to change her direct deposit information for disability payments. Using KM 5496, I explained that this can be done by phone, online, or in person at a benefits office. The Veteran wanted to do it by phone. I transferred to the NCC.

• You will create a case for every call.
• This allows VEOCC to track the types of calls we receive as well as the action taken on those calls.
• Calls for VEOCC are classified as either Tier 1 or Service Recovery.
• It is important to capture the content of the call and follow procedures about what goes in the case notes and how the case is categorized.

Veteran called with questions about pension benefits. He said that he was 70 years old with a permanent and total disability. Using KM 2696, I explained pension eligibility criteria and told the Veteran that in order to determine his actual eligibility, he would have to apply. He asked if he could get help with a paper application. I told him the form number and suggested he talk to a VSO in his community. He did not need fuirther information.

Veteran called because they were unhappy with the length of time they had to wait when they arrived for their scheduled physical therapy appointment. This occurred at the Martinsburg VAMC in West Virginia on October 20. His appointment time was 10 am but he wasn't seem until 11:15 am. He told the therapist, Steve, how unhappy he was but he didn't figure they would do anything about it. The Veteran wants the appointment times to be spaced out more so that people aren't arriving on time but waiting for a long time to get in.

Veteran called with questions about the VA healthcare application. They wanted to know if they could do the application online and if it would save their progress. Using KM 2948, I explained that if they had a VA.gov Premium account, it would save their progress but if they just did it directly from the website without signing in, it would not save progress.

Example: Veteran called asking for information about applying for VA health care by phone. Using KM 5256, I provided the phone number and hours of operation to the HEC. Since it was outside of normal operating hours, I advised Veteran to call when the HEC is open.

Example: Veteran called wanting to know how she could apply for VA health care by phone. Using KM 5256, I gave the Veteran the number and hours for the HEC and transferred the Veteran to the HEC.

Example: Veteran called with questions about applying for VA health care. Using KM 2948, I explained that he could apply on VA.gov, by phone, in person at a VAMC, or by mail. Veteran wanted more information on applying on VA.gov. I explained where to find the application and how to get started.

• Knowledge Management (KM) Articles are a reliable resource you can use to answer questions or provide information to callers.
• KM Articles also can provide you with processes, procedures, and guidelines on call handling and case creation.