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The Customer correspondence events are used to generate the selected form letters and merge the case data with the form letter. An event should be created for every form letter on file. Typically, the form letter events are divided in the original notifications of credit to the customers account and the final determination of the case.

 

Customer Credit Notification

 

 

The example events shown are two form letters informing the customer of permanent refunds and provisional credits respectively. In order to provide the Check List functionality with the appropriate information to satisfy any needed check list items, the letters should be flagged with the Event Types PermCRLtr or ProvCRLtr.

For specific merge data for these two letters, see FormLetters / Merge Data and the newly introduces fields Case_ProvCRDate, Case_ProvCRAmt, Case_PermCRDate, Case_PermCRAmt.

 

Customer Resolution Notification

 

Form letters informing the customer of the many possible resolutions of the case will also be configured.

 

 

Once again, in order to provide the check list functionality with the proper information, any of the letters considered notifying the customer of a resolution of the case should be flagged with the Event Type ResolutionLtr.