1. Customer Service Module Course Contents Table of Contents Enter A Request Search A Request Create Invoice (Funeral home request) Search Invoice Manage Security Paper Inventory Reports Print Letters Manage Your Profile Using the Work Queue Select a topic from the Table of Contents to begin.

2. Enter A Request Step by Step Return to Table of Contents

3. Customer Service Module Login Page Type in your User name and Password and Click on “Login” Type in your User name and Password and Click on “Login”

4. Customer Service Module Enter a request – Customer Service tab To get started, Click on the “Customer Service Tab” To get started, Click on the “Customer Service Tab”

5. Customer Service Module Customer Service Tab – Enter request Locate the task menu on the left side of the screen and select “Enter request” Locate the task menu on the left side of the screen and select “Enter request”

6. Customer Service Module Enter Request Page – Request Information “Request Information” Page

7. Customer Service Module Request Information Page – Issuance office Select your location from the drop down menu

8. Customer Service Module Request Information Page – Request source Select source of the request from drop down menu

9. Customer Service Module Request Information Page – Add request item Select “Add request item” Select “Add request item”

10. Customer Service Module Enter request – Request item details This menu allows you to select document type

11. Customer Service Module Request Information Page – Request item type Select request item type from the drop down menu

12. Customer Service Module Request Information Page – Reason for waiving fee drop down menu If it is a no fee transaction, select reason for free record

13. Customer Service Module Enter request - Reason If one is given, select request reason from the drop down menu If one is given, select request reason from the drop down menu

14. Customer Service Module Requester Information Page This section allows you to enter the requester information. Mandatory fields are marked with an * This section allows you to enter the requester information. Mandatory fields are marked with an *

15. Customer Service Module Requester Information Page – Entering City Information Enter a partial or full name of the city and click on the search button. Choose the city from the drop down menu to the right of the search button.

16. Customer Service Module Pull Down Menu Reminder Required fields will automatically refresh to the top of the screen. Be prepared to use the scroll bar located on the right to continue your record entries.

17. Customer Service Module Enter request - Date of birth You can enter date information by use of the calendar function or keying data using the date slash mark You can enter date information by use of the calendar function or keying data using the date slash mark

18. Customer Service Module Request Information Page – Entering Identification Type Use the drop down menu to select acceptable forms of ID

19. Customer Service Module Request Information Page – Notes Section Enter Notes if there is something unusual about this transaction.

20. Customer Service Module Enter request - Continue Select “Continue” Select “Continue”

21. Customer Service Module Requester information – Save confirmation Select “OK”

22. Customer Service Module Customer Service Tab – Record Payment node “Record Payment” node “Record Payment” node

23. Customer Service Module Record Payment - Payment Summary – Add payment Select “Add payment” Select “Add payment”

24. Customer Service Module Record Payment – Payment type Select type of payment Select type of payment

25. Customer Service Module Record payment - Cash Enter payment amount Enter payment amount

26. Customer Service Module Record Payment – Check details Required fields are marked with an * Required fields are marked with an *

27. Customer Service Module Record payment – Check details - Copy requester information Select “Copy requester info” if the information is the same on the check Select “Copy requester info” if the information is the same on the check

28. Customer Service Module Check Details – Copy requester information Requester’s name and organization information will auto-populate

29. Customer Service Module Record Payment – Credit Card Select type of Payment-credit card Select type of Payment-credit card

30. Customer Service Module Record payment – Credit card Enter payment amount and last four digits of the credit card number

31. Customer Service Module Record Payment - Continue and Save Select “Save” Select “Save”

32. Customer Service Module Record payment – Payment Summary This screen gives you a summary of the payment. You can add another payment at this time if necessary by selecting the “Add payment” button.

33. Customer Service Module Record Payment - Continue and Save Select “Continue”

34. Customer Service Module Record Payment – Save confirmation Select “OK”

35. Customer Service Module Enter a request – Search birth records link Select “Search birth records” in order to link a record to this request

36. Customer Service Module Enter request – Search record - Link This page allows you to enter the search criteria needed to locate the requested record

37. Customer Service Module Search birth records – search results This page gives you a summary of records that match your search criteria

38. Customer Service Module Search birth records – search results Click on the name of the record that you want Click on the name of the record that you want

39. Customer Service Module Search birth records – Search results Choose the “select” button to the right of the listed record Choose the “select” button to the right of the listed record

40. Customer Service Module Search record – Select record The name on the selected record appears underneath “Request status”

41. Customer Service Module Search birth records - Tangible interest Select “Tangible interest” from the drop down menu

42. Customer Service Module Request Item Details – Add supporting document If it is necessary to prove tangible interest, select “Add supporting document”

43. Customer Service Module Enter a request – Add supporting documents This page allows you to enter information about documentation used to prove tangible interest

44. Customer Service Module Request Item details – supporting document type Select type of document from the drop down menu

45. Customer Service Module Add documentation – Document authentication Select document authentication from the drop down menu

46. Customer Service Module Add supporting documentation - Save Select “Save” Select “Continue”

47. Customer Service Module Select record – Save confirmation Select “OK”

48. Customer Service Module Enter request - Follow-on menu You can select from the Follow-on action drop down menu if necessary

49. Customer Service Module Request Information Page - “Follow-On action” Menu drop down Select “Update request status” Select “Update request status”

50. Customer Service Module Follow on action - Update request status This page allows you to view and change the status of a request

51. Customer Service Module Update request status – Select status Select the request status from the drop down menu

52. Customer Service Module Requester information – Follow on action Select “Add registrant information” from the drop down menu Select “Add registrant information” from the drop down menu

53. Customer Service Module Requester information – Add registrant information This screen is used to enter registrant information. Mandatory fields are marked with an *

54. Customer Service Module Requester information – Print letters Select “Print letters” Select “Print letters”

55. Customer Service Module Requestor information – Print letter – Follow-on action Select the letter you want from the drop down menu

56. Customer Service Module Generate letter – Confirmation Select “Open” Select “Open”

57. Customer Service Module Enter request – Send for fulfillment Here you will have the option of sending the request to be fulfilled, or fulfilling the request.

58. Customer Service Module Enter request – Send for fulfillment Select “Send for fulfillment” Select “Send for fulfillment”

59. Customer Service Module Enter a request – Fulfill request Select “Fulfill” Select “Fulfill”

60. Customer Service Module Enter request – Fulfill request This screen allows you to generate receipts and documents, and assign DCN numbers

61. Customer Service Module Fulfill request – Generate issuance document(s) Select “Generate issuance document(s)” Select “Generate issuance document(s)”

62. Customer Service Module Generate issuance document(s) - Confirmation Select “Open” Select “Open”

63. Customer Service Module Generate issuance documents – Certified record

64. Customer Service Module Generate issuance documents – issue receipt Select “Generate receipt/refund docs only”

65. Customer Service Module Generate issuance documents – Print receipt confirmation Select “Open”

66. Customer Service Module Generate receipt/refund docs only – Print receipt The receipt will show the information about the requester, as well as the amount paid

67. Customer Service Module Generate issuance documents – Assign DCN Select “Assign DCN” Select “Assign DCN”

68. Customer Service Module Generate issuance documents – Select location If the issuance location is not pre- populated, select the issuance location from the drop down menu

69. Customer Service Module Generate issuance documents – Assign DCN Enter the Document Control Number in the space provided

70. Customer Service Module Generate issuance documents – Save and close request item Select “Save & close request item”

71. Customer Service Module Generate issuance documents- Request item closed You should now get a message at the top of the screen that confirms that your request was closed. The request status will also show as “Fulfilled.”

72. Customer Service Module Record Payment – Bill To If you choose a “Bill-To” request, there are additional steps that must be taken to complete the invoicing process

73. Customer Service Module Record Payment – Bill To This screen gives you the invoice number that you will need to complete your invoice. Make note of this number

74. Customer Service Module Bill-To - Continue Select “Continue” Select “Continue”

75. Customer Service Module Bill-To – Search and complete invoice Select “Search invoice” from the task menu Select “Search invoice” from the task menu

76. Customer Service Module Bill-To – Search criteria Enter the invoice number that was generated from the bill to screen. If you did not make note of the invoice number you can use the requester name to search for the invoice Enter the invoice number that was generated from the bill to screen. If you did not make note of the invoice number you can use the requester name to search for the invoice

77. Customer Service Module Bill-To - Search Select “Search” Select “Search”

78. Customer Service Module Bill-To – Search results The invoice number, subject, and dollar amount of the invoice will appear

79. Customer Service Module Bill-To – Search results Select the invoice number

80. Customer Service Module Search invoice – Bill-To details This screen allows you to enter the name of the requester, and it also shows you the status of the invoice, and the status of the request

81. Customer Service Module Bill-To - Continue Select “Continue” Select “Continue”

82. Customer Service Module Bill-To - Confirmation Once you have entered the requester information, a confirmation message will appear Once you have entered the requester information, a confirmation message will appear

83. Customer Service Module Bill-To – Print invoice Select “Print” Select “Print”

84. Customer Service Module Bill-To – Open file Select “Open” Select “Open”

85. Customer Service Module Bill-To – Invoice The invoice will contain the request information, amount due, and registrant name

86. Search & View A Request Step by Step Return to Table of Contents

87. Customer Service Module Customer service – Search request section Select “Search request” Select “Search request”

88. Customer Service Module Search request – Search criteria This page allows you to enter requester information

89. Customer Service Module Search request - Date Entry You can enter date information by use of the calendar function or keying data using the date slash mark You can enter date information by use of the calendar function or keying data using the date slash mark

90. Customer Service Module Search request – Requester information Select request item type from drop down menu Select request item type from drop down menu

91. Customer Service Module Search Request – Request status Select request status from drop down menu Select “Search”

92. Customer Service Module Search Request – Request summary/Search results This page shows all requests that fit into the criteria provided

93. Customer Service Module Search results – Select a record Select a record from the list by clicking on the request number

94. Customer Service Module Search Request- Search results Select a follow on action

95. Customer Service Module Search request – View search details The “View search details” option allows you to view the information in the request

96. Customer Service Module Search results – Back to search results To get back to the previous screen, select “Back to search results”

97. View Birth Record History Step by Step Video Instructions Return to Table of Contents

98. Customer Service Module Search request – View request history follow-on action Select “View request history” Select “View request history”

99. Customer Service Module Search results - View search history This page gives you details about the date and time that each step was taken in completing the request

100. Create Invoice/Funeral Home Request Step by Step Return to Table of Contents

101. Customer Service Module Customer service module - Create invoice/Funeral home request Select “Create invoice/Funeral home request”

102. Customer Service Module Customer service – Create invoice for funeral home request Search for death certificate requests by date and funeral home

103. Customer Service Module Create invoice – Date of request You can enter date information by use of the calendar function or keying data using the date slash mark You can enter date information by use of the calendar function or keying data using the date slash mark

104. Customer Service Module Create invoice (Funeral home request) – Select funeral home Select funeral home from the drop down menu Select funeral home from the drop down menu Select “Search” Select “Search”

105. Customer Service Module Create invoice (Funeral home request) – Search results You should see a list of requests for the funeral home that you selected. You can then select the one that you want to create an invoice for.

106. Customer Service Module Create invoice (Funeral home request) – Search results Locate a request that does not have an invoice number assigned to it, and check the box next to that name

107. Customer Service Module Create invoice (Funeral home request) – Create invoice Select “Create invoice” Select “Create invoice”

108. Customer Service Module Create invoice (Funeral home request) – Create invoice This message will appear to confirm that the invoice was created successfully.

109. Customer Service Module Check the box next to the request that you want and you will be able to create an invoice. Keep in mind that you will need to make note of the invoice number that is generated

110. Customer Service Module Create invoice (Funeral home request) – Print receipts Select “Print receipts ” Select “Print receipts ”

111. Customer Service Module Create invoice (Funeral home request) – Open PDF file Select “Open” Select “Open”

112. Customer Service Module Create invoice (Funeral home request) – Invoice This is an example of the invoice that will print. If you close the window, you will return to the request. This is an example of the invoice that will print. If you close the window, you will return to the request.

113. Customer Service Module Create invoice (Funeral home request) – Receipt This is an example of the receipt that will print. If you close the window, you will return to the request. This is an example of the receipt that will print. If you close the window, you will return to the request.

114. Search Invoice Step by Step Return to Table of Contents

115. Customer Service Module Customer service module – Search invoice Select “Search invoice” Select “Search invoice”

116. Customer Service Module Customer service – search invoice You can enter an invoice number in the “Invoice number” Field, or use any search criteria available You can enter an invoice number in the “Invoice number” Field, or use any search criteria available

117. Customer Service Module Search Invoice – Search Command Select “Search” Select “Search”

118. Customer Service Module Search invoice – Search results The invoice number, subject, and dollar amount of the invoice will appear

119. Record Payment For Request Step by Step Video Instructions Return to Table of Contents

120. Customer Service Module Record Payment For Request – Select invoice number Select the invoice number

121. Customer Service Module Record Payment For Request – Search results This screen shows you the invoice status, amount due and the requester information

122. Customer Service Module Record Payment For Request – Search results Select “View payment details” to add a payment Select “View payment details” to add a payment

123. Customer Service Module Record Payment For Request – Payment summary Click on “Add Payment”

124. Customer Service Module Record Payment For Request – Payment type Select type of payment and payment amount Select type of payment and payment amount

125. Customer Service Module Record Payment For Request - Save Select “Save” Select “Save”

126. Customer Service Module Record Payment For Request – Request updated

127. Customer Service Module Record Payment For Request – Request updated You should now see that the payment you added is reflected in the balance due, and the status of the request is “Paid”

128. Process Funeral Home Request Step by Step Video Instructions Return to Table of Contents

129. Customer Service Module Process funeral home request – Home page Go to the homepage by selecting the “Home” tab

130. Customer Service Module Process funeral home request – Task menu Select “Work queue” from the task menu Select “Work queue” from the task menu

131. Customer Service Module Process funeral home request – Work queue Select “Pending electronic request for death certificate from funeral home director” from the work queue Select “Pending electronic request for death certificate from funeral home director” from the work queue

132. Customer Service Module Process funeral home request – Search results You will see a list of electronic requests submitted by the funeral homes. Select the name of the record that you want

133. Customer Service Module Process funeral home request – Search results Select the record that you want from the list

134. Customer Service Module Process funeral home request - Mail to information The mail to information screen will show you where the invoice will be mailed, and who the registrant is

135. Customer Service Module Process funeral home request – Fulfill request Once you verify that the request information is correct, select “fulfill”

136. Customer Service Module Process funeral home request – Receipt verification This screen gives you an opportunity to review the information that will appear on the receipt

137. Customer Service Module Process funeral home request – Generate issuance documents Select “Generate issuance document(s)” Select “Generate issuance document(s)”

138. Customer Service Module Process funeral home request - Open PDF file Select “Open” Select “Open”

139. Customer Service Module Process funeral home request – VA certificate Example of a Complimentary veterans certificate Example of a Complimentary veterans certificate

140. Customer Service Module Process funeral home request - Assign DCN Select “Assign DCN” Select “Assign DCN”

141. Customer Service Module Process funeral home request - Select issuance office Select the issuance location from the drop down menu

142. Customer Service Module Process funeral home request - Assign DCN field Enter the nine digit Document Control Number (DCN) in the field provided. If you are printing more than one document, you will be able to enter more than one DCN.

143. Customer Service Module Process funeral home request – Save and close request Select “Save & close request item” Select “Save & close request item”

144. Customer Service Module Process funeral home request – Request closed This message will confirm that you have successfully closed your request.

145. Manage Security Paper Inventory Step by Step Return to Table of Contents

146. Customer Service Module Customer Service – Manage Security Paper Inventory Select “Manage Security Paper Inventory”

147. Customer Service Module Manage security paper inventory – Add Paper Select “Add Paper” Select “Add Paper”

148. Customer Service Module Manage security paper inventory– Add Paper Inventory This screen allows you to track security paper inventory

149. Customer Service Module Add paper – Add paper inventory location drop down menu Select location from the drop down menu

150. Customer Service Module Manage Security paper inventory – Add Paper - Save Select “Save” Select “Save”

151. Customer Service Module Manage security paper inventory – Add paper - Confirmation Select “OK”

152. Customer Service Module Add Paper – Security paper stock added successfully A confirmation message will appear once the task is completed

153. Customer Service Module Manage security paper inventory - Delete Paper Select “Delete Paper” Select “Delete Paper”

154. Customer Service Module Manage security paper inventory – Delete Paper This screen allows you to track security paper stock

155. Customer Service Module Manage security paper inventory - Delete paper location drop down Select location from the drop down menu

156. Customer Service Module Manage security paper inventory – Enter Document Control Number (DCN) Range Enter DCN Range

157. Customer Service Module Manage Security Paper - Delete Paper After entering the DCN range, select “Delete” After entering the DCN range, select “Delete”

158. Customer Service Module Manage Security Paper Inventory – Delete Paper Confirmation Select “OK” Select “OK”

159. Customer Service Module Manage security paper inventory – Delete Paper - Confirmation Confirmation message that the DCN was successfully deleted

160. Customer Service Module Manage security paper inventory – Void Paper Select “Void Paper”

161. Customer Service Module Manage security paper inventory – Void Paper This screen allows you to track and void security paper

162. Customer Service Module Manage security paper inventory – Void paper location drop down Select correct location from the drop down menu

163. Customer Service Module Manage security paper inventory– Void paper reason After entering the DCN range, select the reason for the void request from the drop down menu

164. Customer Service Module Void Paper - Comments box This screen allows you to add comments if there is something unusual regarding this voided paper

165. Customer Service Module Void paper - Save Select “save” Select “save”

166. Customer Service Module Void Paper – Confirmation Select “OK” Select “OK”

167. Customer Service Module Manage security paper inventory – Correct DCN Select “Correct DCN” Select “Correct DCN”

168. Customer Service Module Manage security paper inventory – Correct DCN This screen allows you to track security paper inventory

169. Customer Service Module Correct DCN – Location drop down menu Select your location from the drop down menu Select your location from the drop down menu

170. Customer Service Module Correct DCN – Reason for correction After you enter DCN to be corrected, select reason from the drop down menu

171. Customer Service Module Correct DCN – Comments Additional information about correction

172. Customer Service Module Correct DCN - Correct Select “Correct”

173. Customer Service Module Correct DCN – Confirmation page Select “OK” Select “OK”

174. Customer Service Module Manage Security Paper Inventory – Confirmation Confirmation message that your request was completed successfully

175. Reports Step by Step Return to Table of Contents

176. Customer Service Module Customer Service - Reports Select “Reports” Select “Reports”

177. Customer Service Module Customer Service module reports – Daily Fee Transaction Report Select “Daily Fee Transaction Report” Select “Daily Fee Transaction Report”

178. Customer Service Module Daily Fee Transaction Report This page allows you to select criteria for your search

179. Customer Service Module Daily Fee Transaction Report – Select issuance office Select your location from the drop down menu

180. Customer Service Module Daily Fee Transaction Report – Enter dates You can enter the date by using the calendar function or keying data using date slash marks

181. Customer Service Module Daily Fee Transaction - Generate Select “Generate” Select “Generate”

182. Customer Service Module Daily Fee Transaction – File Download Confirmation Select “Open” Select “Open”

183. Customer Service Module Customer service module reports – Inventory control report Select “Inventory Control Report” Select “Inventory Control Report”

184. Customer Service Module Inventory Control Report – Date and issuance office Select issuance office from drop down menu Date fields are mandatory Date fields are mandatory

185. Customer Service Module Reports – Security Paper Inventory Control Report Select “Generate”

186. Customer Service Module Reports – Security Paper Inventory Control Reports Select “Open” Select “Open”

187. Customer Service Module Reports – Security Paper Inventory Control Reports This report shows information on the Document Control Number (DCN) that was assigned to a specific request

188. Customer Service Module Customer service module reports – Master Paper Inventory Select “Master Paper Inventory” Select “Master Paper Inventory”

189. Customer Service Module Inventory Control Report – Master Paper Inventory Select issuance office from drop down menu Date fields are mandatory Date fields are mandatory

190. Customer Service Module Customer service module reports – Master Paper Inventory Select “Generate”

191. Customer Service Module Customer service module reports – Master Paper Inventory Select “Open” Select “Open”

192. Customer Service Module Customer service module reports – Master Paper Inventory This reports shows details about available security paper inventory

193. Customer Service Module Customer service module reports – Outstanding Invoice Report Select “Outstanding Invoice Report” Select “Outstanding Invoice Report”

194. Customer Service Module Customer service module reports – Outstanding Invoice Report Select “Generate” Select “Generate”

195. Customer Service Module Outstanding Invoice Report – Open file Select “Open”

196. Customer Service Module Customer service module reports - Outstanding Invoice Report This report allows you to track outstanding invoices This report allows you to track outstanding invoices

197. Customer Service Module Customer service module reports – Paper Distribution\Entry Report Select “Paper Distribution\Entry Report” Select “Paper Distribution\Entry Report”

198. Customer Service Module Paper Distribution\Entry Report – Enter date range Select issuance office from drop down menu Date fields are mandatory Date fields are mandatory

199. Customer Service Module Paper Distribution\Entry Report – Generate report Select “Generate”

200. Customer Service Module Paper Distribution\Entry Report – Open report Select “Open” Select “Open”

201. Customer Service Module Customer service module reports - Paper Distribution\Entry Report This report shows the DCN range used, quantity, and date

202. Customer Service Module Customer service module reports – Parent Notice – Batch Printing Select “Parent Notice – Batch Printing” Select “Parent Notice – Batch Printing”

203. Customer Service Module You can enter date information by use of the calendar function or keying data using date slash marks You can enter date information by use of the calendar function or keying data using date slash marks Parent Notice – Batch Printing– Select date range

204. Customer Service Module Parent Notice – Batch Printing - Generate Select “Generate”

205. Customer Service Module Parent Notice – Batch Printing – Open report Select “Open” Select “Open”

206. Customer Service Module Customer service module reports - Parent Notice – Batch Printing This report gives details about parent notices that were issued

207. Customer Service Module Customer service module reports – Record For Daily Receipts Select “Record For Daily Receipts” Select “Record For Daily Receipts”

208. Customer Service Module You can enter date information by use of the calendar function or keying data using date slash marks You can enter date information by use of the calendar function or keying data using date slash marks Record For Daily Receipts – Select date range

209. Customer Service Module Record For Daily Receipts - Generate Select “Generate”

210. Customer Service Module Record For Daily Receipts – Open report Select “Open” Select “Open”

211. Customer Service Module Customer service module reports - Record For Daily Receipts This report gives a summary of transactions within a specified date range

212. Customer Service Module Customer service module reports – Security Paper Tracking Report Select “Security Paper Tracking Report” Select “Security Paper Tracking Report”

213. Customer Service Module Security Paper Tracking Report – Enter date range Select issuance office from drop down menu Date fields are mandatory Date fields are mandatory

214. Customer Service Module Security Paper Tracking Report - Generate Select “Generate”

215. Customer Service Module Security Paper Tracking Report – Open report Select “Open” Select “Open”

216. Customer Service Module Customer service module - Security Paper Tracking Report This report allows you to track security paper inventory This report allows you to track security paper inventory

217. Print Letters Step by Step Return to Table of Contents

218. Customer Service Module Customer service module – Print letters Select “Print Letters” Select “Print Letters”

219. Customer Service Module Print letters – Letter Category This screen allows you to print customer letters This screen allows you to print customer letters

220. Customer Service Module Print letters – Letter Category drop down menu Select type of letter required from the drop down menu

221. Customer Service Module Print letters – Letter Category drop down menu Select name of required letter from the drop down menu

222. Customer Service Module Print letters – Generate Letter Select “Generate Letter” Select “Generate Letter”

223. Customer Service Module Print letters – Open report Select “Open” Select “Open”

224. Customer Service Module Print letters – No Birth Record Found Example of certified copy of “No birth record found”

225. Manage Your Profile Step by Step Return to Table of Contents

226. Customer Service Module Home Page – Manage profile Select “Manage profile” from the tasks menu Select “Manage profile” from the tasks menu

227. Customer Service Module Home page – Manage profile This page allows you to update your contact information

228. Customer Service Module Opt in to secret question This box is checked by default. If you uncheck this box, the following mandatory questions will appear:

229. Customer Service Module Manage Profile – Change password You have the option of changing your password if desired by selecting “Change Password”

230. Customer Service Module Change password – Mandatory fields Change your password on this page, if desired, then select “Change Password”.

231. Customer Service Module Manage Profile –Password Rules Passwords can be up to 30 characters long Password must be at least 8 characters in length Password must not been used previously Password must not contain your account or full name Password must contain at least three of the following four character groups: English uppercase characters (A through Z) English lowercase characters (a through z) Numerals (0 through 9) Non-alphabetic characters (such as !, $, #, %) Passwords can be up to 30 characters long Password must be at least 8 characters in length Password must not been used previously Password must not contain your account or full name Password must contain at least three of the following four character groups: English uppercase characters (A through Z) English lowercase characters (a through z) Numerals (0 through 9) Non-alphabetic characters (such as !, $, #, %)

232. Customer Service Module Change password – Change or continue option You have the option of changing your password or continuing without changing password

233. Customer Service Module Manage profile - Change password - Continue without change Selecting “Continue without change” brings you back to the main menu screen

234. Using The Work Queue Step by Step Return to Table of Contents

235. Customer Service Module Work Queue – Task Menu Locate the task menu on the left side of the screen and click on “Work Queue” Locate the task menu on the left side of the screen and click on “Work Queue”

236. Customer Service Module Work Queue Page This page shows you the type of requests awaiting completion, as well a the number of requests.

237. Customer Service Module Work Queue Page Select any Work queue item by clicking on the request

238. Customer Service Module Work Queue – Sorting Features The results will be sorted accordingly by alphabetical, numeric or date order

239. Customer Service Module Work Queue – Selecting Records Select the record you wish to review

240. Customer Service Module Work Queue – View Record The system will allow you to view the record selected and make changes to the request.

241. Customer Service Module Work Queue – Request summary Click on the “Request Summary” Tab at the top of the screen Click on the “Request Summary” Tab at the top of the screen

242. Customer Service Module Work Queue – Fulfill request You will now have the option to “Fulfill” the request. See “Enter a request – Fulfill request”

243. Customer Service Module Course Contents Table of Contents Enter A Request Search A Request Create Invoice (Funeral home request) Search Invoice Manage Security Paper Inventory Reports Print Letter Manage Your Profile Using the Work Queue Select a topic from the Table of Contents to begin.

244. End of lesson Return to Table of Contents