FOI 26/27-0058 DOCUMENT 2

Archived Enquiry Cases and Log Activity in PACE KA

Feb 10, 2026 11:46

General | Procedure | Use this link to navigate back to KNOWA 2.0 home page.

Overview

User ID as an alternative to receipt number
Further information

Procedure

How to create an Enquiry Case
Using the Cases tab in person account
Using the Create Enquiry button in person account
Create an enquiry case with no person account
How to use Log Activity on Account button
How to Log Activity in an open case
How to view logged activity
How to edit the logged activity
Enquiry note template

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Recent updates

Date	Summary of Changes
30/01/2025	Added a reminder to not make changes to the name filed when creating a log activity.

To be used by NCC.

This article assists you to:

Understand Enquiry Cases and Log Activity functions.
How to create Enquiry Cases and Log Activity.
Difference between Enquiry Cases and Log Activity.

Overview

Log Activity	Enquiry Case
A Log Activity can be created within a person’s account through the Activity tab from the open case or Log Activity on Account button.	An Enquiry Case can be created through the Cases tab or by the Create Enquiry Button.
The Log Activity function is used to record notes and interactions related to a person account, contact or tasks.	Enquiry Cases record questions or issues received that require further investigation.
Use when dealing with an enquiry that can be resolved at the first point of contact, without needing any extra steps or review.	For new enquiries that require additional action by another business area.
Log activity is only used to add information to an existing open case.	An enquiry case can be created even if it’s not linked to any specific person’s account in PACE, such as provider registration and requests from media.
Log Activity on Account is used when the enquiry does not relate to an open case.
Staff have the ability to edit log activity up to 24 hours after it has been created.

NCC Service Officers will need to determine if the enquiry:

Relates to a previous enquiry where a case already exists, Log Activity on the relevant case.
Requires no further action and no referral, use the Log Activity on Account button.
Requires referral to another business area, Create an Enquiry Case.

User ID as an alternative to receipt number

The Log Activity on Person Account and Log Activity on Cases functions do not currently generate receipt numbers upon submission.

When a receipt number is requested, NCC Service Officers can provide their six-digit User ID instead.

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This ID is assigned upon joining the Agency (e.g., ABC123), identifies you and your PACE activities.
Former Services Australia or Department of Social Services staff may have a five-digit ID (e.g., UABCD).
You may share your first name and User ID as an alternative to receipt number but avoid providing your last name.
Do not create Enquiry Cases merely to provide a receipt number.

If you are asked for a receipt number when you have used the Log Activity function to leave notes, use the following script:

Suggest Scripting:

Start Quote Icon The type of note I have left on your account doesn’t create receipt numbers; however, I can provide you with my End Quote Icon User ID which will make my notes easy to find for the next Service Officer you speak with.

Procedure

To complete the PACE Steps:

Navigate to the relevant account for historical information and activities to assist with the enquiry.
Follow the PACE steps below to complete the enquiry.
- If further guidance is required to resolve the enquiry, refer to the relevant NCC guidance resources.

How to create an Enquiry Case

The NCC staff have three ways to create an Enquiry Case:

Using the Cases tab in Person account.
Using the Create Enquiry Button in Person account.
Using the Cases button from the drop-down when there is no person account.

Using the Cases tab in person account

To create an Enquiry Case using the Cases tab, the NCC will:

Navigate to person account.
Select Cases tab.
Select New.
Select Enquiry case for enquiries.
Select Next.

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New Case: Enquiry

The New Case: Enquiry screen will display.
Use the Parent Case field to link the new Enquiry Case to the Parent Case when there is an existing case that is closed.
Select the Case Origin using the drop-down menu.
Complete the Categorisation of the enquiry as per the Archived NCC PACE Enquiry Categorisation Guide.
- Enquiry type: Select from the drop-down menu.
- Category: Select from the drop-down menu.
- Sub Category: Select from the drop-down menu.
Select Save and the Enquiry Case will be created.
Navigate to the Enquiry tab.
The Who is Making the Request? Screen will display.
Complete the mandatory fields:
- Requested by, which is who is making the enquiry, and

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Case origin, which is how you received the enquiry.
Select Next.

Enquiry Details:

The Enquiry Details screen will display.
Select the Date and Time the enquiry was received.
Select New Enquiry when there has been no previous enquiries or related cases created.
Select Follow-up when there is an existing case for the same enquiry but its closed.
- Use the Parent case field to link the new Enquiry Case to the Parent Case when there is an existing case that is closed.
Review the Categorisation options using the Archived NCC PACE Enquiry Categorisation Guide.
Select Next.
In the Risk Matrix screen, select Yes to see a list of risks and select all that apply.
Select No if there are no risks. To learn more about risk and the critical incidents, refer to Priority Enquiry Knowledge Article.
Select Next.

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The Notes and Next Steps screen will display.

Navigate to Enquiry notes and make an enquiry note using the enquiry note template related to the enquiry.
Navigate to Enquiry outcome.
Depending on the actions taken, NCC can:
- Close Enquiry (completed or cancelled), select a closure reason from the drop-down menu.
- Reassign this enquiry to another user and select a Case reassignment reason from the drop-down menu.
  - Select if the Enquiry Case is being assigned to a User or queue.
  - Select the Case owner to assign the case to.
- Keep enquiry open - Do not re-assign.
Select Next.

The Review and submit screen will display.

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Review the enquiry information and select Submit.

Using the Create Enquiry button in person account

To create an Enquiry Case using the Create Enquiry button, the NCC Service Officer will:

Navigate to the person account.
Select Details tab.
Select Create Enquiry button.
The Who is Making the Request? Screen will display.
Complete mandatory fields Requested by, which is who is making the enquiry, and Case origin, which is how you received the enquiry.
Select Next.
The Enquiry Details screen will display.

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For the next steps, follow the PACE steps listed in the Enquiry Details section above of this knowledge article (KA).

Create an enquiry case with no person account

When the enquiry is not linked to a person account, the NCC will need to Create an enquiry case without linking to any person account. Some enquiries, such as provider registration and media requests, may not be linked to a person account.

Go to Cases on PACE home dashboard.
Select New.

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Select Enquiry.
Select Next.

New Case: Enquiry screen will display.

For the next steps, follow the PACE steps listed in the New Case: Enquiry section above of this knowledge article (KA).

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(New Case: Enquiry)

(Required Information)

How to use Log Activity on Account button

User ID as an alternative to receipt number

When a receipt number is requested, NCC Service Officers can provide their six-digit User ID instead.

Use this feature to record details of the interactions when there is no related open case, and no further follow-up action or review is required.

To Log an Activity:

Select the Log Activity on Account button in the person’s account.
The Log Activity form will appear, pre-linked to the person’s account.
Select the Activity Type, Subject, and Category based on the enquiry.

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Enter details of the enquiry in the Comments, use a relevant Enquiry Note Template where applicable.
Select Save to log the activity under the person’s account.

How to Log Activity in an open case

NCC to use the person account to record enquiries linked to an existing open case.

To log activity using the Activity tab:

Locate and identify the relevant open case in the person account.
Navigate to Activity tab on the right side of the screen.
Select the Log Activity tab.
Select Create New.

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REMINDER

When creating a log activity, make sure you do not change the ‘name’ field to the caller’s name because this may result in the participant’s information being recorded on the incorrect record, potentially causing privacy issues.

The Log Activity form will appear, pre-linked to the person’s account.
Select the Activity Type, Subject, and Category based on the enquiry.
Enter details of the enquiry in the Comments, use a relevant Enquiry Note Template where applicable.
Select Save to log the activity under the person’s account.

How to view logged activity

The NCC can view recently logged activity in a person account.

The logged activity can be viewed through the:

Account Timeline via
- the Recent Activity on the right hand of the screen.
- or under the Activity tab in the Timeline window
Account History window under the Activity tab.
Case Activity from the open case.

To view logged activity via Account Timeline:

Select Details tab in person account.
Navigate to Account Timeline located at the right side of the screen.
List of Most Recent Event completed on the participant record will display.

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Alternatively, Account Timeline can also be viewed via the Activity tab:

Select Activity.
Select Timeline.

Account Timeline with the list of Most Recent Event completed on the participant record will display.

To view logged activity via Activity History:

Select the Activity tab.
Select the Activity History to view the list of Most Recent Event completed on the participant record.

To view logged activity via Case Activity from the open case:

Navigate to Case Activity in the relevant open case.
Select the Activity History to view the list of Most Recent Event completed on the participant record.

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How to edit the logged activity

Once an activity is logged, it cannot be edited after 24 hours.

To edit a logged activity:

Select on the hyperlink for the logged activity will display the content of the record.
Details of the logged activity will display.
Select Edit.
Edit Contact with Participant screen will display.
Update the information where required.
Select Save to submit the updated information.

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Further information

Please refer to:

Archived How to Create Quality Enquiry Notes in PACE KA
Archived NCC PACE Enquiry Categorisation Guide.
Create and Update Person Account Knowledge Article

Enquiry note template

General Enquiry

To be used when accessing a participants record after receiving a general enquiry or any other enquiry that does not have a template.

Date of enquiry: DD/MM/YYYY Person making enquiry: Include name and relationship to participant (if not participant) Contact number: Details of the query: Action taken:

Name: Log on ID: Service Officer National Contact Centre

Document owner and approver

Director, Support and communications, Contact Centre Branch

Feedback

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If you have any feedback about this procedure, please refer to your NCC Team Leader.

NCC Service Officers (NCC SOs) please send your feedback to your NCC Team Leader. Your Team Leader may have an answer to your question or have information to share with you to resolve your questions and feedback.
NCC Team Leaders (NCC TLs) please review the feedback from NCC SOs and provide advice, information and resolve questions where possible. NCC TLs can request new or updated NCC Guidance Resources and assistance using the relevant form on the National Contact Centre Service Desk on the intranet.

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