Skip to main content

Outsourcing

Overview​

Pilot has native outsourcing capabilities. At a glance, here is how it works:

  1. In your template production steps, you can specify outsourcing lead days and duration on a per-step basis.

  2. Navigate to Admin -> Outsourcing Partners to create the entities you outsource to.

  3. You can outsource, return from outsource, and cancel outsource from individual case view, cases search table, and in our scan tools.

  4. You can find all outsourced cases by navigating to the cases search table and setting a filter on Status to be equal to "Outsourced".

    Case Status

    You will see outsourced status internally, but the client portal will not display the "Outsourced" status (it will show "Live" instead).

You can outsource cases with the following statuses:

  1. Live
  2. Hold

Managing Outsourcing on Individual Cases​

Outsourcing Cases​

Before you proceed, ensure you have the outsourcing partners set up and you have a permission to outsource cases.

  1. Navigate on the Cases search table.
  2. Find your case.
  3. Open the case view by clicking on the case number or on the preview button.
  4. Go to Actions button and select Outsource. This action will make the case's status "Outsourced".

Search for the case Outsource button

Returning on Cancelling Outsourcing​

  1. Go to the same Actions button from the previous section.
  2. Select Cancel or Return from outsource. This will make the case's status "Live".

Return or Cancel OS

Bulk Outsourcing​

Using Cases Table​

  1. Navigate to the Cases search table.
  2. Find cases that you want to outsource.
  3. Select multiple cases by checking the boxes beside each one.
  4. Once selected, click the Actions button in top right corner
  5. Select one of the outsource options options
  6. Choose the Outsourcing Partner for all selected cases.
  7. Review the batch summary and confirm the action.

Outsource using case selection 1 Outsource using case selection 2 Outsource using case selection 3

Using Scanner Tools​

  1. Navigate to Operations -> Scanner Tools.
  2. Open one of the outsourcing tabs.
  3. Scan or type the case numbers in.
  4. You will see the same confirmation window as from the previous section.

Outsource using scanner tools 1

Outsource using scanner tools 2

Finding Outsourced Cases​

  1. Navigate to Cases search table.
  2. You can filter by "Outsourced" Status column from the quick filters, by "Case did not return from outsource" in Unresolved Problems, or by Outsource section under Advanced Filters.