Working an inquiry
The following frequently asked questions are related to working an inquiry.
Where is the Inquiry number located in Client360?
From the dashboard, you can see the Inquiry number at the top of the Inquiry card. Once you open the Inquiry Details pane, the Inquiry number is listed at the top left of the pane. If you have more than one Inquiry open, you will see a tab with the Inquiry numbers on the right side of the Inquiry Details pane.
Where will I find the Inquiry number and Fiserv associate assigned the Inquiry?
Both the Inquiry number and the assigned Fiserv associate are visible from the Inquiry card in the dashboard and the Inquiry Details pane.
How will I receive notification of a change to an Inquiry?
You will receive email notification when there is an update to an Inquiry.
Will an email response to a Fiserv comment be added to the Inquiry or will I need to log in to reply or add to the Inquiry?
When there is an update to an Inquiry, you will receive an email notification. By replying to that email, the Inquiry will be automatically updated in Client360.
Will I be able to access Inquiry information on the Updated tab?
When you create an Inquiry, it is listed in the Open tab. Once the Inquiry has a response, it moves to the Updated tab.
Will we be able to see all the Inquiries for our company or each person will see only the Inquiries that they created?
The Inquiries you have created will be visible on your home page. You can also search for other Inquiries created by your team members by using the search box.
Can I set up the system so that I see all Inquiries opened by people on my team, but not all Inquiries for my company?
Currently you can view My Inquiries and All Inquiries which will include the entire company. There are filter options to use, and a full list can be exported to Excel for further filtering.
Can I watch Inquiries to monitor the progress?
The Inquiries you have created will be visible on your home page. You can also search for other Inquiries created by your team members by using the search box.
Will we be able to add people to a watchlist for Inquiries?
You can add yourself or other users in your organization to the Watchlist for an Inquiry. In the Inquiry Details, select the Watchlist tab, and then add yourself or others.
For more information, view the Update an Inquiry How to page.
Can I add an attachment when I first create an Inquiry, or do I have to go through the update process to add an attachment?
Yes, attachments can be added during Inquiry Creation.
How do I add an attachment to an Inquiry?
Select the Inquiry, and the Inquiry Details pane appears to the right of the window. From there, use the Attachments tab to upload supporting documents as necessary.
Find more information on the Update an Inquiry How to page.
When a file is attached to an Inquiry is it automatically encrypted?
When you upload an attachment to an Inquiry, it will be automatically encrypted.
Can more than one of my team members be assigned to an Inquiry and get notifications of updates to the Inquiry?
An Inquiry is assigned to one person. You can also use the search bar to find Inquiries assigned to others or add users to the Inquiry Watchlist.
Can I reassign an Inquiry?
Admins have the ability to reassign an Inquiry to another employee at your company.
If an Inquiry needs approval, where do I go to approve it?
When Fiserv support resolves an Inquiry, the Inquiry becomes Pending Close and you will receive an email notification. You will then locate the Inquiry in the Pending Close tab, open the Inquiry and scroll to the end of the Details tab to either accept or reopen the Inquiry. For more information, please see the Close an Inquiry section of the Client360 Resources page.
Will there be pressure to close Inquiries if I am not satisfied with the resolution?
When Fiserv support resolves an Inquiry, the Inquiry becomes Pending Close. You must take action on this Inquiry within seven days or the system will close the Inquiry automatically.
Will I still be able to call the support line?
Yes, you will still be able to contact Client Support team lines.
Will I be able to speak to a person if I need to escalate an Inquiry?
Yes, you will still be able to contact Client Support team lines.
Will we be able to call the support line for application outages?
Yes, you will still be able to contact the support line for application outages.
How will I escalate a critical item?
When you create an Inquiry, you will be able to set the Inquiry Urgency as high or critical. We recommend that you submit your Inquiry with supporting documentation, examples, screen shots, etc. You can then also call your support team and reference your Inquiry Number for additional support.
What are limitations on file names?
There are no character or length limitations for the attachment file names.
What happens if PII is entered in the wrong place?
If PII is entered in the wrong place, you will receive a message to enter the information in the Sensitive Comments field.
What happens to the Inquiry if I accidentally send it to the wrong department?
A representative at Fiserv will direct the Inquiry to the right group. We have routing rules set up based on Product and Categories selected during the intake process to help eliminate this.