# 2020 Release Notes

## 2020 Q4 — Released 01.31.2021

### Agent Portal (CRM)

- **Tasks** [Improvement] — Added new assignable tasks for Escalations. Allows agents to receive escalations in the task queue.
- **Find a borrower** [Improvement] — Matched search criteria. Allows agents to see the information that matched and resulted in that borrower result.
- **Verification of a borrower** [Improvement] — Verification in two areas. Allows agents to verify borrowers on all main pages in the CRM (C&C and main CRM.)
- **Escalations** [New Feature] — Allows CRM users to escalate cases to specific people or other teams, as well as indicate an escalation as 'urgent.'
- **Military Duty** [New Feature] — Allows agents to monitor borrower eligibility of SCRA benefits.
- **Legal Action** [New Feature] — Allows agents to track the results of a legal action against a borrower.
- **Documents upload with a link** [New Feature] — Allows agents to send a unique link for any email-recipient to upload borrower-related documents, without having to sign-in and authenticate into a platform.
- **Change case name** [New Feature] — Allows agents to customize the name of a created case to illuminate the unique case scenario for that borrower.
- **Recording calls** [New Feature] — Allows agents to record outgoing calls for review, auditing practices, or protection of the consumer and/or agent.


### Borrower Portal — Agent Tools

- **Loan options** [New Feature] — Apply external check. Allows back office agents to apply checks that were sent by borrowers directly to a lender.
- **Loan options** [New Feature] — Sync loan. Allows agents to manually refresh a loan in case amounts are off.
- **Loan options** [New Feature] — Defer schedule. Allows agents to defer entire schedule.
- **Loan options** [Improvement] — Change loan terms (enhanced). Added "Original terms" and "Current terms" for reference.
- **Borrower settings** [Improvement] — Manage consents (moved from Account settings).
- **Borrower settings** [New Feature] — Manage borrower information. Allows agents to modify borrower or business information such as first name.
- **Borrower settings** [New Feature] — Manage identifying information. Allows agents to modify borrower personal identifying information such as SSN.