Important Steps (WHAT?)

Key Points

(HOW?)

A logical segment of the operations that advances the work

Important actions in the steps that will: Make or break the job Make the job easier

Log into AZCARES

1. Ensure the VPN is on.
2. Open AZCARES.

Save “Inquiries” to your AZCARES Navigation Bar

1. Click the App Launcher at the top left corner.
2. Click “View All”.
3. Locate and select “Inquiries”.
4. Once the “*All|Inquiries” tab appears on your AZCARES toolbar, click on the down arrow and select “+Add Inquiries” to “Nav Bar.”

Access “Inquiries” from your Navigation Bar

1. Access and review inquiries as appropriate.

Create a Clone

1. Click on the drop-down arrow next to Recently Viewed.
2. Select “Customer Inquiries.”
3. Click the List View Controls wheel on the mid-upper right side.
4. Select “Clone.”
5. In the List Name bar, enter and create a title, e.g., “Unread Emails to Assign.”
6. Under the question "Who can see this list view?", the option "Only I can see this list view" is pre-selected. Leave it as is.
7. Click “Save.”
8. Verify that you are on your newly saved report, then click on Filters.
1. Update the Case Program Type filter to “Equals” and “IV-D.”
2. Update the Status filter to “Equals unread.”
1. Open “Settings” and select “Fields to Display.” Remove all pre-populated fields.
2. Add the following fields in this order:
1. Message ID
2. Case Number
3. Status
4. Owner Last Name
5. Case Program Type
6. Created Date
7. From
8. Subject
9. Spanish Indicator
10. Created By
11. Created By Alias
12.  
3. Click “Save” to apply the changes.

Access List Created, e.g., “Unread Emails to Assign”

1. Access the recently created list, e.g., “Unread Email to Assign.” If “Recently Viewed” appears on the left-hand side, select the drop-down arrow to access the created list.
2. Under the Message ID column, place a check mark in the box to the left of the inquiry that you want to assign or reassign.
3. Click “Change Owner” located at the mid-upper right side of the screen.
4. On the Change Owner pop-up, under Select New Owner, enter the name of the team member that you’re assigning the email to.
5. The pre-selected “Send notification email” box must be left as is.
6. Click “Submit.”
7.  
8. Note: Inquiries may need to be assigned or reassigned 2-3 times a day since each team member works at different speeds. This helps prioritize the completion of older emails first.