Create and manage cases for a consumer or household
Staff members with the location agent role can create and manage cases for consumers and households.
Before you begin
Role required: sn_customerservice.svc_location_agent, sn_customerservice.svc_location_consumer_agent, sn_customerservice.svc_location_manager
About this task
Staff members at a business location who have either the location agent or consumer location agent role can create cases for households and consumers.
Staff members or internal users who have a relationship with a household (based on the Relationship Manager responsibility) can create cases for that household and its members. Users with relationships to a household are listed in the following locations:
- The Household Team related list on the Household form.
- The Household Team Members list.
Relationship managers can perform the following actions on the cases that they can access:
- Add comments and work notes.
- Add attachments.
- Close cases.
When a consumer case is created or updated, the consumer receives an email notification. If a household is added to a case, the head of household is also notified when the case is created or updated.
Procedure
Navigate to All > Customer Service > Cases and select Create New.
Select the type of case that you want to create.
Perform one of the following actions.
| Add a consumer. | Select a consumer in the Consumer field. - If the consumer belongs to only one household, the Household field is automatically updated. - If the consumer belongs to more than one household, select a household from the households that a consumer belongs to in the Household field. - If the consumer doesn’t belong to a household, you can leave the Household field empty. |
| Add a household. | Select a household in the Household field. - If the household only has only one current member, the Consumer field is automatically updated. - If the household has multiple current members, select a consumer from the household members in the Consumer field. |
Fill in the remaining fields on the Case form.
If desired, add other members of the household to the watch list.
If a user with a Relationship Manager relationship is creating a case for a household or household member, this user is automatically added to the watch list.
Select Submit.
The case is added to the Cases related list on the Household form.
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