# Understand cases in the CRM

Cases are the core workflow unit in the Peach CRM. Every borrower interaction that requires tracking — a payment dispute, a collections escalation, a compliance review, a bankruptcy filing — is managed through a case. For many configurations, an agent must have an open case to take actions on a borrower's account.

**Availability:** All clients
**Required permissions:** `case:update` (to modify case status, escalate, snooze, schedule calls, assign ownership, rename, or set do-not-interact)

## What cases track

A case ties together everything related to a specific borrower situation:

- **Status and outcome** — Where the case stands in its lifecycle and how it was resolved.
- **Type-specific details** — Fields relevant to the case type (bankruptcy court info, collections metrics, military duty dates, etc.).
- **Loan accounts** — Which loans are associated with this case.
- **Documents** — Evidence, disclosures, or correspondence attached to the case.
- **Workflow steps** — A guided checklist of actions to complete.
- **Notes** — Agent observations and context, including pinned and sensitive notes.
- **Events** — A timeline of system and agent actions on the case.
- **AI summary** — An AI-generated summary of the case for quick review.


## Case lifecycle

Every case follows a status lifecycle. Status transitions are restricted — you can only move a case to certain statuses from its current status.

| Status | Description | Can transition to |
|  --- | --- | --- |
| `initiated` | The case has been created. A borrower or system reported the situation, but no documents or evidence have been provided yet. | `processing`, `canceled` |
| `processing` | The case is being actively worked. Peach matched the borrower to an external data source, or your team started an internal process. | `initiated`, `completed`, `canceled` |
| `completed` | The case is resolved. An outcome must be set when completing a case. | `reopened` |
| `canceled` | The case was canceled before completion. | `reopened` |
| `reopened` | A previously completed or canceled case has been reopened for further work. | `completed`, `canceled` |


### Case outcomes

When you complete a case, you must select an outcome:

| Outcome | When to use |
|  --- | --- |
| `approved` | The borrower's claim or request was approved. |
| `denied` | The borrower's claim or request was denied. |
| `falsePositive` | The case was opened in error (e.g., an auto-detected match that turned out to be incorrect). |
| `noOutcome` | The case was completed without a specific approval or denial. |


## When case actions are disabled

All case modification actions — changing status, escalating, snoozing, scheduling calls, assigning ownership, renaming, and setting do-not-interact — are disabled when any of these conditions is true:

1. Case data is still loading.
2. You lack the `case:update` permission.
3. The case status is `completed`.
4. The case status is `canceled`.


To take action on a completed or canceled case, you must first reopen it.

## How cases are created

Cases can be created in two ways:

- **Manually by an agent.** From the borrower detail page NavColumn, select **Add case** and choose a case type. See [Create and manage cases](/servicing-operations/agent-portal-crm/crm-create-manage-cases).
- **Automatically by the system.** Peach's compliance monitoring detects certain conditions (bankruptcy filings, deceased status, OFAC matches, military duty, overdue loans) and creates cases automatically. Auto-created cases generate a review task in the agent's task queue.


## Related pages

- [Create and manage cases](/servicing-operations/agent-portal-crm/crm-create-manage-cases)
- [Case types reference](/servicing-operations/agent-portal-crm/crm-case-types)
- [Work case workflows](/servicing-operations/agent-portal-crm/crm-case-workflows)
- [Collections cases](/servicing-operations/agent-portal-crm/crm-collections-cases)