How to Create a Case in the Evolve Client Portal

How to Create a Case in the Evolve Client Portal


1) From the Home Page, click on Create a Case in the upper right hand corner of the screen.


2) Type in a relevant subject in the Subject box. You'll notice that when you type a word, if it matches an existing Knowledge Base article, the article will automatically appear in the Popular Articles box. Note, if something is truly urgent, put Urgent in your subject line as well. 


3) Select a Case Type - What is the general topic of your question? Please explore the available Case Subtypes before deciding to choose General Inquiry. This helps our service team to prioritize your request. 


4) Select a Case Sub Type. These change depending on the Case Type Selected. Below are the current menu choices depending on the Case Type Selected







5) Select a Case Action - What are you wanting us to address for you?


Here is a list of the available Case Actions per Case Sub Type:

Investor Account, then:

Account Maintenance                                                                                                                           
      Account Close/Transfer 
      Adding POA
      Adding Trusted Contact                                                                     
      Address Update
      Banking/Payment Instructions
      Beneficiary Update
      Client Packet
      Death Benefit Claim 
      Name Change                       
      Ownership Change
      Registration Change
      Updating Employment Status
      General Inquiry
       
Information Request 
      Form Request
      Single Account Information Request
      Multiple Account Information Request*

Statement Request
      Single Account Information Request
      Multiple Account Information Request*
     
  *For Multiple Account Requests, the guideline is 5 or more per product company. 
   Otherwise we request that you just submit one case for each account. 

Transaction or Money Movement Request
      Contribution/Deposit
      Distribution/Withdrawal
      Rebalance/Reallocate
      Surrender/Annuitization
      General Inquiry

Program Technology, then: 

Evolve Portal
      Add User
      Update User 
      Delete User 
      User Blocked on Home Tenant
      MFA Reset
      User Error
 
DST Vision
      Client Inquiry
      Status Update     
      Add User    
      Update User  
      Delete User
      General Inquiry

Orion Advisor
      Account Linking
      Datafeed
      How To
      Integrations
      Add User
      Update User
      Delete User
      General Inquiry
    
6) Under Investor Account Details (which will appear depending on the Case Type) enter the:
            a) Investor Product Type
            b) Company or Plan Name
            c) Investor Registration Type
            d) Investor Account Title
            e) Investor Account Number




The list of choices for Company or Plan Name will change depending on the Product Type selected. If "Other", simply select "Other.



Please recall that generally speaking, Investor Account cases are meant for one Investor Account per case.

7) Under Case Details, please describe any additional information that will help us understand what you would like us to do. If something is truly last minute or urgent, please tell us. Also, attach any helpful or relevant files.


8) Once the case has been created, go to My Cases. Check both your Open and Closed cases for updates by clicking on your case. 




9) If you want to be able to CC another person at your firm, go to Properties and click Edit


From here, you can change the Case Essentials, Investor Account Details, add one or more CCs, or close your case. 


10) If you have been CC'd on a case, you can see those cases under My Cases, Created By, My CC'ed cases.



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