Which is an invalid proposition?

In the context of decisioning and case management, an invalid proposition refers to an idea or concept that does not align with the expected terms or frameworks typically encountered in these areas.

The case of tracking the shipment of a replacement credit card fails to signify a valuable decision or actionable next step within a customer engagement model. While it involves a case that is operational in nature, it does not demonstrate a dynamic opportunity for engagement or decisioning which typically encompasses evaluating options for customer interactions or improvements in service propositions.

In contrast, redirecting a customer call to the collections department is a clear action taken based on customer behavior, often driven by decision logic to address payment issues. Similarly, a case opened to track a customer's home address change is a proactive measure for maintaining customer data integrity and enhancing future communication. Offering a checking account upgrade to a savings account customer signifies a targeted marketing or decisioning outcome based on customer segmentation and evaluation of needs.

Thus, the invalidity of the first proposition revolves around its nature as a non-engaging process that does not support decision-making strategies, which is essential in the context of evaluating actionable cases.