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**Initiate** Guides the agent in collecting customer and case information and sending a case for pre-approval.
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Collect customer information
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When an agent creates an onboarding case, the workspace opens the Create New Onboarding Case form, launches the onboarding playbook, and uses the first activity to gather customer information.
The agent enters the information about the channel, account, contact, consumer, product, and service.
For more information about the products and services, see [Service definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-service-definitions.md).
Agent actions:
**Continue**: Creates the onboarding case and adds the case number to the record tab. It also marks the first activity as complete and moves to the second activity.
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Add additional members
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Activity that agents can use to add additional members to the onboarding case:
1. Select **Add new** to open the Create New Related Party form in a new tab.
2. In the **Type** field, select the related party with the correct entity type, such as a beneficiary who is a customer contact.
3. Select the **User**.
4. Select **Save** to add the user to the Member Information list on the activity card.
Agent actions:
- **Assign to me**: Available if the case is not yet assigned. Assigns the case to the logged-in user.
- **Add new**: Adds a user to the Member Information list.
- **Send for Pre Approval**: Completes the Initiate stage and moves to the Pre-approval stage.
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Notify customer
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Activity that displays the details of the email that was automatically sent to the customer at the completion of the Initiate stage.
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**Pre approval** Automates the pre-approval process for the customer.
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Check approval status
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Activity that includes a list of approvals and approvers. **Note:** This activity shows the list of approvals if an approval workflow is manually configured for an onboarding case. The approval workflow configuration is not provided in the base system. If no approval workflow is configured, this activity completes automatically.
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Update customer information
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Agents can use this activity to verify the account, contact, or consumer information for the onboarding case.
Agent actions:
**Save**: Saves any changes made to the customer information.
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Complete pre approval
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Agents can use this activity to provide additional information and add notes or attachments.
Agent actions:
- **Request info**: Requests additional information from the customer. This action changes the state of the case task to Awaiting Info.
- **Post**: Posts the comment or the work note to the case task record activity stream.
- **Initiate Data Capture**: Marks the activity and the Pre approval stage as complete.
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Notify customer
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This activity displays the details of the email that was automatically sent to the customer at the completion of the Pre approval stage.
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**Data capture** Organizes the collection of customer information.
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Verify document checklist
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This activity displays a document checklist. Agents can check off the necessary documents and provide comments or work notes.
If the customer type changes after the case is created, a new checklist of the appropriate type replaces the original checklist.
Agent actions:
- **Request info**: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
- **Post**: Posts the comment or the work note to the case task record activity stream.
- **Submit for Review**: Marks the activity and the Data capture stage as complete.
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Notify customer
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This activity displays the details of the email that was automatically sent to the customer at the completion of the Data capture stage.
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**Due diligence** Displays case tasks for completing due diligence.
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Perform background check
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Agents can use this activity to perform background checks on the customer.
Agent actions:
- **Request info**: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
- **Post**: Posts the comment or the work note to the case task record activity stream.
- **Review Complete**: Marks the activity as complete.
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Initiate legal verification
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Agents can use this activity to initiate the legal verification process for a customer. Agent actions:
- **Request info**: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
- **Post**: Posts the comment or the work note to the case task record activity stream.
- **Review Complete**: Marks the activity as complete.
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Review credit history
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Activity that the agents can use to review a customer's credit history. Agent actions:
- **Request info**: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
- **Post**: Posts the comment or the work note to the case task record activity stream.
- **Review Complete**: Marks the activity and the Due Diligence stage as complete.
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Notify customer
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This activity displays the details of the email that was automatically sent to the customer at the completion of the Due Diligence stage.
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**Resolve** Manages the case resolution activities.
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Propose resolution
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Activity that displays the fields from the Resolution Notes section on the Case form. Agents can add the resolution details and select **Propose solution**.If the customer rejects the resolution, the agent can return to the Resolve stage and propose another solution.
Agent actions:
- **Propose solution**: Propose the solution to the customer and mark the Resolve stage as complete.
- **Change solution**: This action appears after the agent proposes a solution.
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Notify customer
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This activity displays the details of the email that was automatically sent to the customer at the completion of the Resolve stage.
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**Close** Manages the case close activities.
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Notify customer
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Activity that displays the details of the email that was automatically sent to the customer at the completion of the Close stage.
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Close case
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When the customer accepts the resolution, the Resolve stage completes and the Close stage is also marked as complete.
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