Frequently asked questions

Can I get a list of clients who will go live on May 9th?

Please reach out to your Business Unit Client360 team for a list of your clients and when they go live in Client360.

"Will clients be offered a customer satisfaction survey, and how will we view statistics around the surveys?

Clients have the opportunity* to complete a survey upon resolution of an inquiry, whether they accept the resolution or the inquiry is auto-closed after ten days. Statistics around viewing survey data is still being determined, so be sure to keep an eye on the What's New and What's Next sections of the Client360/InquiryPoint Resources page for developments.

*Some business units have opted not to provide surveys. For more information, please check with your leadership. "

Do you need to attach a Knowledge Article before an inquriy can be closed?

A Knowledge Article (KB Article) does not need to be attached to an inquiry for the inquiry to be resolved.

How long do closed inquiries remain in Client360/InquiryPoint?

Closed inquiries are visible for 12 months after their closed date.

Can you resolve an Inquiry if it still has open tasks associated?

You can resolve an inquiry with open task. Prior to completing the resolution, the system will prompt you to let you know that any open tasks will be closed when the inquiry is resolved.

Will clients be offered a customer satisfaction survey, and how will we view statistics around the surveys?

Clients have the opportunity* to complete a survey upon resolution of an inquiry, whether they accept the resolution or the inquiry is auto-closed after ten days. Statistics around viewing survey data is still being determined, so be sure to keep an eye on the What's New and What's Next sections.

*Some business units have opted not to provide surveys. For more information, please check with your leadership.

Can a client reject the inquiry resolution?

When a Fiserv associate resolves an inquiry, the inquiry becomes Pending Close. The client can then accept the pending close, or reopen the pending close. If there is no action on the inquiry within 10 days, the system will close the inquiry automatically.

Are there resources to create dashboards?

While there is no dashboard feature, you can create and save a report that functions like a dashboard.

Can I create dashboards based on my tags?

While there is no dashboard feature, you can create and save a report that functions like a dashboard. You can create and save reports based on your tags.

How many items will display in the "Most Recent" items?

The dashboard does not have a "Most Recent" list, but it has several tabs to categorize open inquiries and tasks. Depending on your permissions, you have additional filtering capabilities. You can also sort the inquiries and tasks by Resolver or Submitter.

Can a client reject the inquiry resolution?

When a Fiserv associate resolves an inquiry, the inquiry becomes Pending Close. The client can then accept the pending close, or reopen the pending close. If there is no action on the inquiry within 10 days, the system will close the inquiry automatically.

How can I view inquiries that are open and assigned to me?

To find inquiries assigned to you, go to the My Inquiries tab. You can then use the Parameter Search bar to locate specific inquiries.

How do we use Client360 for equipment support questions?

Please follow established rules of engagement for equipment support. All case-related activity will migrate to InquiryPoint and will be worked via the inquiry going forward. When interacting with teams today via Case Task, such Task activities will be managed going forward within Inquiry Point via the Inquiry Task. If their work is primarily through Incident/Request, such activities will continue through ServicePoint.

How will I access InquiryPoint?

The link to InquiryPoint is available from FUEL > My Applications. Once your business unit goes live in InquiryPoint, you will be able to log in with your Fiserv email address and FEAD password.

When will I start using InquiryPoint?

There is a rolling launch for InquiryPoint, and individual business units will start to use the tool for case/inquiry management at the end of April or beginning of May. Please reach out to your leadership for more details regarding the timing for your business unit.

When will we get access to a test site for InquiryPoint?

There is a rolling launch for InquiryPoint, and individual business units will start to use the tool for case/inquiry management at the end of April or beginning of May. There is no test site to use prior to the launch. Please reach out to the training team for your business unit.

What is the difference between Client360 and InquiryPoint?

Client360 is the client-facing portal, while InquiryPoint is the case management portal for associates.

How does InquiryPoint integrate with Incidents?

Incidents is not yet integrated with InquiryPoint. You will be able to open an Incident through InquiryPoint and a new INC number will be available for your reference.

How does InquiryPoint integrate with existing Tasks in ServicePoint?

Existing cases and tasks will be migrated from ServicePoint to Client360.

I received an email to log in but when I attempt to get started I receive a message that my account is inactive.Please email client360support@fiserv.com to reactive your account.

Will client information and history be migrated over from ServicePoint to Client360?

Yes, Client information, Contacts, and preferences will be migrated into Client360.

Do clients need to add any emails to a whitelist or trusted source list?

Because Client360 is an online portal, clients may need to approve several websites, domain names, and email addresses as Trusted. This list has been shared with clients, and you can find the full list on the Client360/InquiryPoint Resource Page.

Can clients view the timeline for an inquiry?

Yes, clients have access to the timeline of an inquiry. However, they see limited actions, such as new comments or attachments. They do not see changes related to work notes, defect updates, or other items they cannot see.

Who is responsible for adding clients to Client360?

Current client information will be migrated from ServicePoint to Client360. For new clients, the process will remain as it is today, as defined by each business unit.

Can I get a list of clients who will go live on May 9th?

Please reach out to your Business Unit Client360 team for a list of your clients and when they go live in Client360.

Will all KB Articles be moved over to InquiryPoint?

The Knowledge Articles (KB Articles) will remain in ServicePoint. By using artificial intelligence, Client360 and InquiryPoint search the knowledge base to deliver relevant articles to users within Client360 and InquiryPoint.

How can I tell if a Knowledge Article is internal or external (client-facing)?

You can view the Knowledge Base (Internal or External) from the Federated Serach results. Additional Knowledge Enhancements are in progress.

How does InquiryPoint interface with Knowledge Articles?

The Knowledge Articles (KB Articles) will remain in ServicePoint. By using artificial intelligence, Client360 and InquiryPoint search the knowledge base to deliver relevant articles to users right within Client360 and InquiryPoint.

Will I create Knowledge Articles (KB Articles) in ServicePoint or InquiryPoint?

The process of creating KB articles will remain the same. The KB articles will remain in ServicePoint, and through the AI they will be accessible to search and attach to inquiries.

When a Knowledge Article is attached to an inquiry, will you see that connection in ServiceNow?

Yes, an external KB will display as a Client Comment, and an internal KB will display as a Work Note.

Can you modify a Knowledge Article directly in InquiryPoint?

Yes, when you click to view the full KB article, it will open in a new window and you will be able to edit from there.

Can you add screenshots to the Learner Guide?

We intentionally created the guide without screenshots because we are continually updating InquiryPoint . Instead of relying on the guide, we recommend that you access the help pages, which have screenshots specific to each business unit and will be kept up to date as we enhance the tool.

How can I access the InquiryPoint Training Learner Guide?

The learner guide is linked to the course in Xchange under Show More. You can also access the guide from within the course, above the video. In addition, don’t forget that you can use the help pages to learn more about this new tool, and your business unit will also provide specific training related to process changes if needed.

Can you modify a Knowledge Article directly in InquiryPoint?

Yes, when you click to view the full KB article, it will open in a new window and you will be able to edit from there.

Is there more than one Learner Guide?

There is only one Learner Guide for the InquiryPoint training. The best resource for InquiryPoint and Client360 information is the Client360/InquiryPoint Resource page.

Will it be possible to filter by Contact Name within Inquiry Results?

The ability to filter by Contact Name will be available before Go Live.

Is there a way for a user to modify the time to their local time zone?

Currently a user cannot change their time zone, but this is on our list of enhancements. You can keep track of the new features on the What's New and What's Next sections.

Will InquiryPoint replace ServiceNow for internal associate requests?

No, InquiryPoint will only replace the current client ticketing or case management tool. Associates will continue to use ServiceNow for Fiserv-based service requests.

Will Client360 and InquiryPoint replace ServicePoint?

Client360 will replace the current case or ticket management tool for clients, and InquiryPoint will replace your current case or ticket management tool. We will continue to add functionality to both tools. Your business unit will follow up with training and resources specific to your processes. If you have any additional questions about how your team will use InquiryPoint, please follow up with your manager.

Will Client360 replace ServicePoint for clients?

Client360 will replace the current case or ticket management tool for clients.

Will all associates use InquiryPoint?

All associates who currently work with Client Cases in ServicePoint will be transitioning to InquiryPoint to conduct this work.

Is InquiryPoint a new UI for ServiceNow, built on top of ServiceNow?

Client360 (client-facing) and InquiryPoint (associate-facing) is the new service portal for logging inquiries and will replace the ServicePoint portal. It is not built on top of ServiceNow, but a custom-built tool built by Fiserv.

Will the Client360/InquiryPoint Resources be kept up to date?

We are continually enhancing Client360 and InquiryPoint, and we will be updating the Client360-InquiryPoint Resource Page in-step with the changes to the tool. This page is the most accurate resource for you to use.

How can I generate reports for business or assignment groups for open, closed, or resolved cases?

You can access the Reports module from the Quick Access menu. Several report options are available, and every option includes filter capabilities. You can define and arrange report columns and can update them at any time. You can also name reports and save them as favorites for easy access.

Are there resources to create reports?

You can create new reports and generate existing reports. Information on how to do these things can be found in these help pages. To learn more, see the Work with reports How to section.

Can I create reports based on my tags?

Yes, you can create reports based on your tags.

Can associates create their own reports within InquiryPoint, similar to ServicePoint?

Yes, you can access the Reports module from the Quick Access menu. Several report options are available, and every option includes filter capabilities. You can define and arrange report columns and can update them at any time. You can also name reports and save them as favorites for easy access.

Is InquiryPoint a new UI for ServiceNow, built on top of ServiceNow?

Client360 (client-facing) and InquiryPoint (associate-facing) is the new service portal for logging inquiries and will replace the ServicePoint portal. It is not built on top of ServiceNow, but a custom-built tool built by Fiserv.

Why was I assigned this course?

All associates who currently work with Client Cases in ServicePoint will be transitioning to InquiryPoint. We assigned the training to people designated for this transition.

Can you distinguish between client-facing and associate-only notes?

You can add both work notes and comments to an inquiry. You can select either Comments (client-facing) or Work Notes (visible only to associates). For more information, please see the Work with Notes How to section.

Can I reassign an inquiry as a defect?

From InquiryPoint, you can create a Defect in ServicePoint. While that Defect lives in ServicePoint, you can reference it easily in InquiryPoint. To create the Defect, select the Defect icon on the Quick Access menu. For more information, please see the Create a defect How to section.

Can I reassign an inqury as an enhancement?

The process for enhancements varies by business unit. Please consult with your manager to identify if this process is changing for you.

How do I decide the severity of an inquiry?

Identifying the severity of an inquiry is a process that is based on several elements, and is established by each team. Please work with your manager to identify this process for your work.

Where can I locate the Inquiry Number after the inquiry is created?

The inquiry number is listed at the top of the Inquiry in the Inquiry Details pane. It is also located on the right side of the window that shows the active inquiries.

How do I change a category or move it to another team after the inquiry is opened?

You can change the inquiry category within the Inquiry Details, on the the Inquiry Information tab. Select Edit to change any fields on this tab.

For more information on assigning inquiries after they are open, see the For more information, please see the Assign an inquiry How to section.

Can additional people be added to a watchlist for a task or inquiry?

We are working on Watchlist functionality. To find out more, see the What's New and What's Next sections.

Is there a limit to the number of attachments for an inquiry?

There is no limit to the number of attachments, but the total size limit for all attachments is 100MB.

Are complexity indicators visible to clients in an inquiry?

No, complexity indicators are not visible to clients.

How do I set the severity of an inquiry?

Within the Inquiry Pane, you can use the Inquiry Priority field to set the severity of an inquiry.

Does an inquiry need to be attached to a client?

Yes, an inquiry must be associated with a client.

Can you escalate an inquiry?

You can escalate tasks within an inquiry by selecting the Tasks tab within the Inquiry Details pane, and then selecting Escalate Task. For more detailed information, visit the Work with Tasks How to section.

Is there a way to save or set a client as a "favorite"?

There is currently no way to save a client as a "favorite".

Is there a way to save or set an inquiry as a "favorite"?

We are working on Watchlist functionality. To find out more, see the What's New and What's Next sections.

If I search for a client by their company, do I need to verify the client another way?

You can use the Contact Icon to verify the client contact.

Can I drag and drop to attach a file to an inquiry, rather than browsing and uploading?

Yes, you can drag and drop a file to attach it to an inquiry.

How long are secure documents stored in Client360?

Secure documents are stored for 90 days after the closure of an inquiry.

Why was I assigned this course?

All associates who currently work with Client Cases in ServicePoint will be transitioning to InquiryPoint to conduct this work. The training was assigned to people designated for this transition.

How do I change a category or move it to another team after the inquiry is opened?

You can change the inquiry category within the Inquiry Detail - Edit Inquiry pane.

Can additional people be added to a watchlist for a task or inquiry?

Watchlist functionality will be available in a future enhancement. Keep an eye on the What's New and What's Next sections of the Client360-InquiryPoint Resources page.

Will there be templates available for creating inquiries?

Yes, each product team created Menus and Templates. The ability to create custom templates and the migration of existing ServicePoint Templates to InquiryPoint is on the roadmap and will be included in future enhancements. Keep an eye on the What's New and What's Next pages of the InquiryPoint resources page for more information.

Can I tag myself on an inquiry to watch for updates?

Watchlist functionality will be available in a future enhancement. Keep an eye on the What's New and What's Next sections of the Client360-InquiryPoint Resources page.

How do you escalate an inquiry?

You can escalate tasks within an inquiry by selecting the Tasks tab within the Inquiry Details pane, and then selecting Escalate Task.

How can I have multiple inquiries open at the same time?

When you select to view a new Inquiry, the Inquiry will open on a vertical tab list on the far right side of the page for each Inquiry. You can have multiple inquiries open and visible on this tab.

How do I change the status of an inquiry?

From the Inquiry Information tab, you can change the Pending Code of an inquiry.

Can comments be removed from an inquiry if they were added by mistake?

You cannot delete/remove a comment, but you can change the visibility. If you accidently post a Client Visible commecnt, you can switch it to a Work Note by using the pencil icon. However, the email will already send to the cleint at the time the comment posts, if the client view the Inquiry in Client360 they would no longer see the comment.

Can I create an inquiry that is internal only and not visible to the client?

Yes, there is a new feature called Internal Inquiry. More to come on this feature!

When creating an inquiry, will the name begin to auto-populate as I type?

Yes, when you are on the create Inquiry page after selecting the Client/FI Profile, the name field is predictive and a drop down. You may also select to open a new Inquiry from the Client Profile > Contacts page after verifying the caller.

How do I relate an Inquiry to an Incident?

On the Inquiry Details > Inquiry Information page, there is a field for Reference Entity. From here you may relate an Inquiry as an External Ticket, or create a new Incident by using the Incident function.

How does InquiryPoint handle incidents for escalations to Development?

The Incident module will stay in ServicePoint and follow the same process. There is a way to create a new INC from an Inquiry, but it routes the agent back to ServicePoint to complete the INC form.

How does Client360/InquiryPoint integrate with the internal development environment (for DNA)?

DNA will continue to use INC to interact with the Development team.

Will there be templates available for creating inquiries?

Yes, each product team created Menus and Templates. The ability to create custom templates and the migration of existing ServicePoint Templates to InquiryPoint is on the roadmap and will be included in future enhancements. Keep an eye on the What's New and What's Next pages of the InquiryPoint resources page for more information.

Can I tag myself on an inquiry to watch for updates?

Watchlist functionality will be available in a future enhancement. Keep an eye on the What's New and What's Next sections of the Client360-InquiryPoint Resources page.

How do you escalate an inquiry?

You can escalate tasks within an inquiry by selecting the Tasks tab within the Inquiry Details pane, and then selecting Escalate Task.

How can I have multiple inquiries open at the same time?

When you select to view a new Inquiry, the Inquiry will open on a vertical tab list on the far right side of the page for each Inquiry. You can have multiple inquiries open and visible on this tab.

How do I change the status of an inquiry?

From the Inquiry Information tab, you can change the Pending Code of an inquiry.

Can comments be removed from an inquiry if they were added by mistake?

You cannot delete/remove a comment, but you can change the visibility. If you accidently post a Client Visible commecnt, you can switch it to a Work Note by using the pencil icon. However, the email will already send to the cleint at the time the comment posts, if the client view the Inquiry in Client360 they would no longer see the comment.

Can comments be removed from an inquiry if they were added by mistake?

You cannot delete/remove a comment, but you can change the visibility. If you accidently post a Client Visible commecnt, you can switch it to a Work Note by using the pencil icon. However, the email will already send to the cleint at the time the comment posts, if the client view the Inquiry in Client360 they would no longer see the comment.

When creating an inquiry, will the name begin to auto-populate as I type?

Yes, when you are on the create Inquiry page after selecting the Client/FI Profile, the name field is predictive and a drop down. You may also select to open a new Inquiry from the Client Profile > Contacts page after verifying the caller.

How do I relate an Inquiry to an Incident?

On the Inquiry Details > Inquiry Information page, there is a field for Reference Entity. From here you may relate an Inquiry as an External Ticket, or create a new Incident by using the Incident function.

How does InquiryPoint handle incidents for escalations to Development?

The Incident module will stay in ServicePoint and follow the same process. There is a way to create a new INC from an Inquiry, but it routes the agent back to ServicePoint to complete the INC form.

How does Client360/InquiryPoint integrate with the internal development environment (for DNA)?

DNA will continue to use INC to interact with the Development team.

 

How can I complete this course after viewing?

After you finish the course, the status in Xchange moves from In Progress to Pending Acknowledgement. Return to your transcript page in Xchange, locate the InquiryPoint Associate Training course, and select Acknowledge. In the new window, select Acknowledge. The status changes to Complete.