# Work case workflows

Case workflows guide agents through a structured sequence of steps to resolve a case. Each step includes instructions, an optional decision question, and work items to complete. Workflows also support attaching loan accounts and documents, and reviewing an AI-generated case summary.

**Availability:** All clients
**Required permissions:** `case:update` (to complete workflow steps and set outcomes); `note:read.sensitive` (to view sensitive case notes); `document:read.sensitive` (to view sensitive documents)

## Before you begin

- Workflow steps are defined per case type. The steps you see depend on the type of case you are working. Not all case types have workflows.
- Workflow steps must generally be completed in order, though the specific enforcement depends on the workflow configuration.


## Complete workflow steps

1. From the case detail page, scroll to the **Workflow** section.
2. Review each step's instructions and any work items listed under it.
3. If the step has a decision question (such as a yes/no prompt), select your answer.
4. Select the completion checkbox to mark the step as done.
5. Repeat for each step in the workflow.


Steps may include interactive descriptions with expandable details or links to relevant information.

### Closing steps

Closing steps appear separately from the main workflow steps. They are grouped by the case outcome — some closing steps apply when the case is approved, and others when the case is denied. You complete closing steps after setting the case outcome.

### Set the final outcome

1. In the **Final Outcome** section at the bottom of the workflow, select an outcome: **Approved**, **Denied**, **False Positive**, or **No Outcome**.
2. Optionally enter notes explaining the outcome.
3. The corresponding closing steps (approved or denied) become available for completion.


**Important:** You must set a final outcome before completing the case. Changing the case status to `completed` without an outcome is not allowed.

## Attach accounts to a case

Associating loan accounts with a case links the borrower's relevant loans to the case for tracking and action.

1. From the case detail page, scroll to the **Accounts** section.
2. Select **Add**.
3. In the accounts dialog, select the checkbox next to each loan you want to associate with the case. Loans are grouped into active and inactive sections.
4. Select **Save**.


Each loan displays its nickname or display ID and its current status. Status indicators use color coding:

| Status | Indicator |
|  --- | --- |
| `active` | Green |
| `pending`, `originated` | Gray |
| `chargedOff`, `paidOff`, `accelerated` | Yellow/orange |
| Other statuses | Red |


To remove a loan association, open the accounts dialog, clear the checkbox next to the loan, and save.

## Attach documents to a case

Attaching documents links evidence, disclosures, or correspondence to the case.

1. From the case detail page, scroll to the **Documents** section.
2. Select **Add**.
3. In the documents dialog, documents are organized into two groups:
  - **Uploaded documents** — Files uploaded by the borrower or agent that are not tied to a specific loan.
  - **Loan-grouped documents** — Auto-generated loan documents, organized by loan.
4. Select the checkbox next to each document you want to attach.
5. Select **Okay**.


To remove a document association, open the documents dialog, clear the checkbox, and save.

**Note:** For dispute of purchase cases, some documents (card statement, cash receipt, check image, evidence) are referenced in the case detail fields. To remove these document associations, you must first remove them from the case detail fields.

## Review the AI case summary

The summary section provides an AI-generated overview of the case based on its notes, events, and details. Use it to quickly understand the case context before taking action.

1. From the case detail page, scroll to the **Summary** section.
2. If a summary is available, it displays as formatted text. If the summary is being generated, a loading message appears: "We're creating your summary using Generative AI!" Generation typically takes up to 10 seconds.
3. Review the summary content.
4. Provide feedback by selecting the thumbs up or thumbs down icon.
5. Optionally enter a comment (up to 1,000 characters) explaining your feedback, then submit.


If the case does not have enough notes or events for a meaningful summary, the section displays an error state.

## View case events

The events section shows a chronological timeline of actions taken on the case.

1. From the case detail page, scroll to the **Events** section.
2. Events display 10 at a time. Select **View more** to load additional events.


The timeline filters out system-level events (do-not-interact changes, escalation updates, case status changes, and snooze operations) to focus on substantive case activity.

## Related pages

- [Understand cases in the CRM](/servicing-operations/agent-portal-crm/crm-cases-overview)
- [Create and manage cases](/servicing-operations/agent-portal-crm/crm-create-manage-cases)
- [Case types reference](/servicing-operations/agent-portal-crm/crm-case-types)
- [Collections cases](/servicing-operations/agent-portal-crm/crm-collections-cases)