Eligibility stage

The eligibility stage determines whether the case can run. For example, if you have a balance transfer case, you want to verify that the customer is who they say they are before allowing them to transfer any funds.

For the eligibility stage, there is a single process that contains three steps.

The Eligibility to start? step uses the DetermineEligibilityToRun decision table to map eligible roles to the case types. Each entry in the decision table can either have the value Eligible, Ineligible, or Additional verification required. This decision table is an extension point for you to update when you create your own service requests and specify what level of verification is needed.

If the Additional verification required value is set in the decision table for the case, then the Additional Verification step is executed. You configure the additional verification in App Studio by clicking Tools > Customer verification.

If the case is ineligible then the flow of the case goes to the Ineligible alternate stage.

As with any stage that uses the service case template, do not delete processes and steps. Instead, leverage the configuration options to change the behavior. This way, if you eventually require a process that you disabled, it is easier to enable and follow best practices.

The Eligibility stage has only one configuration option: the Bypass eligibility check box. If the Bypass eligibility is selected, the entire stage is skipped, and the first stage that runs is the Intake stage.