Work with an Inquiry

Locate the Inquiry you want to work on. You can find inquiries in your Inquiry Dashboard if they are assigned to you or your team, or you can search for them.

Inquiry Details

There are multiple tabs within the Inquiry Details.

Icon Tab Description
Inquiry Information View general information about the Inquiry including the contact person, Inquiry description, deployment information, and classifications.
Notes Create and view work notes and comments are stored here. Learn more about working with notes.
Attachments Add and view attachments are stored here. Attachments can be either internal only or client visible. Learn more about working with attachments.
Tasks Create, view, and update tasks related to the Inquiry. Tasks are only visible to internal associates. Learn more about working with tasks.
Similar Inquiries List View related Inquiries. Mave suggests inquiries based on the information provided within the Inquiry information. Learn more about researching an inquiry.
Knowledge Articles View related Knowledge articles and search for relevant knowledge. Mave suggests Knowledge articles based on the information provided within the Inquiry. You can also use the search feature to find additional Knowledge articles and link them to the Inquiry. Learn more about researching an inquiry.
Watchlist Add users to the watchlist so they receive notifications when comments and notes are added to the Inquiry. Learn more about adding watchers.
Timeline View the Inquiry's history. The system tracks notable events such as reassignment, new attachments, and resolution on the Inquiry's timeline.

To work with the Inquiry you selected, view the procedures below.

Assign an Inquiry to yourself, another associate, a client contact, or another team

Assign Tags to an Inquiry

Use attachments to add information to an Inquiry

Use client-visible comments and internal work notes to communicate about an Inquiry

Add internal users to the Inquiry watchlist

Gather information to help you resolve an Inquiry

Use Tasks to divide the work-load of an Inquiry

Create an Incident in ServicePoint via InquiryPoint

Create a Defect in ServicePoint via InquiryPoint

Work with an InquiryEscalate an Inquiry

Search for an Inquiry

  1. Perform a search for the identifying information of your Inquiry. For example, contact name, company name, email, or other parameters.

    1. Select the Type to add parameter search bar.

      Parameter search options.

    2. Select the Client Name parameter.

      Use the Client ID search parameter to search for the client LOGO.

    3. Enter the text for which you are searching within that parameter.

      You can search using wildcard functions. For example, enter *MyFinancial before pressing Enter or selecting Search.
      InquiryPoint retains your search parameters. This is helpful if you use a preferred grouping of parameters for every search. However, you can unintentionally narrow the results if you do not review all parameters before performing a new search.

    4. Repeat steps 2-3 for all parameters you want to use to refine your search.

    5. Select Image of the Search icon. (Search). Search results appear in a separate tab named by your query text followed by "- Search Results."

    6. From the search results, select the matching client record.

      Search results tab

  2. Select the inquiry from the Inquiry List.

    Inquiry in the Inquiry Details pane.

Select Maximize to widen your view of the Inquiry Details.

  1. Select View Details from the Inquiry Details pane on the Inquiry Information tab.
Contact Name
The client contact that reported the inquiry. Required.
Callback Name
The name of the person to contact should additional information become necessary.
Contact Phone
The phone number of the client contact.
Contact Email
The email for the client contact.
Inquiry Priority
Used to organize the workload. Not client-facing. Options include:
High: The problem identified in the inquiry is preventing the client from using the product development or testing.
Medium: The problem identified in the inquiry is impairing the client while trying to use the product development or testing.
Low: The problem identified in the inquiry should be resolved, but other items may be more serious.
Inquiry Urgency
A measure of how quickly the inquiry should be resolved. Options include: 
1 - Critical: System inoperable or unusable
2 - High: Significant impact or no work around
3 - Medium: Some impact or functional work-around
4 - Low: Minor with no loss of functionality
Short Description
A brief description of the issue. Short descriptions should always be formatted as [Product Name] - [Brief description]. Required.
Reporting Source
The method by with the issue was communicated to Fiserv. Required.
Due Date
The date by which the inquiry must be resolved.
Pending Code
Use when the inquiry is open, but work cannot continue for some reason. Options include:
Pending Client Information: More information is needed from the client before Fiserv Associates can resolve the issue.
Pending Client Validation: A resolution has been proposed and the client is testing the solution.
Pending Development: Fiserv is creating or updating something to resolve the issue.
Pending Fiserv Assistance - Non-Development: Fiserv is working with the client to find a solution to the issue.
Pending Technical Research: The cause of the issue is unclear and technical teams must troubleshoot before a solution can be found.
Pending Vendor Action: A third-party vendor is responsible for the resolution.
Billable Inquiry
Indicator for the billing status of the inquiry.
Regulatory
Indicates if the inquiry relates to a regulatory issue.
Client Defined Field
Free-form field for clients. Often used to indicate a test environment or pilot testing program.
Additional Client Attribute
Identifiers to distinguish subgroups within the client's organization.
For example, a client may have several Client Groups for each branch or role in the institution.
Location
The location of the client or issue.
Inquiry Details
An in-depth description of the issue. We recommend you include the program and environment information, any steps leading up to the issue, the number of users experiencing the issue, and any troubleshooting steps. Required.
Do not include any sensitive information in the Inquiry Details.
Client Deployment
The product deployed to the client. Required.
Product
The product related to the issue. Required.
Deployment Method
How the client accesses the product. Required.
Environment
Production or Test.
Suffix Field
Used primarily for Implementations.
Category 1
The first step in inquiry routing. Most often, this corresponds to the product. Required.
Category 2
The second step in inquiry routing. Most often this describes the type of help the client needs. Required.
Category 3
The third step in inquiry routing. Most often, this indicates the specific problem the client is experiencing. Required.
Version
Product version.
Reporting Category
A reporting metric set by Fiserv associates when working the inquiry. Required. Options include:
Defect: Use when the program is not functioning as the developers intended. Developer work is required to fix the issue.
Enhancement: Use when the program is functioning, but an update is needed to resolve the issue.
Implementation: Use when work is being done with or for a client to establish new products, modules, or services.
Maintenance: Use for maintenance tasks, such as running a report for a client.
Service: Use for general troubleshooting and client assistance.
Reporting Sub-category
A more specific reporting metric.
Required for Implementations inquiries.
Inquiry Assignment
Records when the inquiry was created an assigned to an associate in relation to the implementation go live date.
Required for Implementations inquiries.
Assignment Group
The group responsible for working the inquiry. Required.
Assigned To
The associate currently working on the inquiry. Required.
Entity Type
External reporting tools related to the inquiry. Options include: 
Defect
External Ticket
Incident
JIRA Ticket
Service Catalog
Service Center
Service Point Defect