Resolution guidance

When you resolve an Inquiry, additional fields appear based on the selections you make. Use this glossary to learn more about each resolution code and root cause category while viewing examples of preferred resolution notes. When you finish, select Resolve to complete the task.

Do not resolve an Inquiry until the reason for the inquiry is completely finished.

For example: You create an Inquiry related to a malfunctioning program, and Fiserv is performing a modification. In this situation, leave the inquiry open until Fiserv delivers the modification to the client. Use the state and pending code fields to provide an end-to-end lifecycle for the client and allow Client360 to provide formal notification to the client through the Inquiry.

Causes

The Inquiry caused by and Root cause category are the internal tracking and reporting value that identifies the origin of client issues and where commonalities may exist. This data supports faster diagnosis and resolution of gaps and deficiencies in the specific areas in the following list.

Inquiry caused by

• Client transaction processing / account maintenance

• How to use / general product platform question

• Outage / incident issue

• Post implementation issue

• Post release issue

• Other (use this option only when no other cause fits)

Root cause category and subcategory

When you select a Root cause category, subcategories appear based on your selection.

Root Cause Category	Root Cause Sub-Category	Definition
Question	Knowledge / Documentation Available	The answer to the client's question is available to the client via knowledge or documentation. The resource should be linked to the Inquiry before resolution.
	Create Knowledge / Documentation	The answer to the client's question is not currently available. We need to create knowledge or documentation about this Inquiry. The Resolution Notes should be thorough and detailed to assist in creating the new resource.
Issue	Fiserv Caused	The issue was caused by something Fiserv did.
	Fiserv Outage / Incident	The issue was the result of a Fiserv outage / incident.
	Client Caused	The issue was caused by a client self-inflicted change (e.g. environment / technology change).
	Third-Party / Vendor Caused	The issue was a third-party or vendor issue.
	Implementation Related	The issue was related to a recent implementation.
	Release Related	The issue was related to a release.
	Other	Use this only when the issue was not resolved.
Request	Knowledge / Documentation Available	The steps to complete the request are accessible to the client and within the client's ability (e.g. password reset, update transaction, change parameter / setting, etc.). The resource should be linked to the Inquiry before resolution.
	Create Knowledge / Documentation	The client has the ability to complete the request on their own, but there is no knowledge or documentation currently available to assist them. We need to create knowledge or documentation about this Inquiry. The Resolution Notes should be thorough and detailed to assist in creating the new resource.
	Enhancement Request	Completing the request requires an enhancement to the system.
	Project Required (Implementation / Professional Services)	Completing the request requires a project to be created (such as for an implementation or professional service request).

Resolution codes

The internal tracking and reporting value that only appears in InquiryPoint. For clients, the state appears Resolved.

• Resolved - Fiserv—A Fiserv associate solved the Inquiry by solving the client's issue or finding a work around.

• Resolved - Client/Other—The client or caller found a solution to their issue on their own.

• Unresolved - Non-Inquiry Resolution—The situation that caused the Inquiry is not reproduce-able or the client elects not to pursue a resolution.

• Unresolved - No Response—The contact failed to respond to requests for additional information.