Account Update Cases are the only Setup Case anyone outside the Onboarding Department can create. These cases are created when a current account is having platform problems or connection issues. Through this case, the Onboarding Department can communicate with the AC-DM with troubleshooting information and tasks performed.

If the Account Update Case submitted is service-hindering, the Onboarding Specialist will transfer the case to an Outstanding Platform Case — which can only be opened by the Onboarding Team and will have an everlasting open status until resolved.

HOW TO CREATE AN ACCOUNT UPDATE CASE

1. Go into the Master Case on the Account.
2. Under the Setup Cases select “New”
3. A popup will appear, select “Account Update.”
   1. To proceed select “Next.”
4. There are three required fields that must be filled out to create the case.
   1. Account (preselected)
   2. Master Case (preselected)
   3. Case Status (Always starts as New).
5. Fillin the Account Update Type, Case Reason, Subject, and Description
   1. Remember the more information you provide, the easier it is for Onboarding to assist.
6.  Select the platform you are having an issue with
   1. Services needed are not required but are useful
   2. Be sure to use the link boxes for any pages you are referencing.
7. When the case is filled out to the best of your ability, “Save” the case.