# Create and manage cases

Use the case detail page to create cases, update their status, and perform actions like escalating, snoozing, scheduling calls, and assigning ownership. Every case action starts from the borrower detail page in the CRM.

**Availability:** All clients
**Required permissions:** `case:update` (to modify cases); `note:read.sensitive` (to view sensitive case notes)

## Before you begin

- You must be on a borrower's detail page to create or view cases. See [Search for borrowers](/servicing-operations/agent-portal-crm/crm-borrower-search) to find and open a borrower.
- Case modification actions are disabled when the case status is `completed` or `canceled`. Reopen the case first to take further action.
- Only one active collection case is allowed per borrower. If a collection case already exists with status `initiated`, `processing`, or `reopened`, you cannot create another.


## Create a case

1. From the borrower detail page, locate the **Cases** section in the NavColumn sidebar.
2. Select **Add case**.
3. Select a **Case type** from the dropdown. See [Case types reference](/servicing-operations/agent-portal-crm/crm-case-types) for descriptions of each type.
4. If the selected type is Generic, enter a **Case name**.
5. Select **Create**.


The CRM navigates to the new case at `/crm/borrowers/:borrowerId/cases/:caseId`.

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Case type** | The type of case to create. Determines which type-specific fields and workflow steps appear. | Yes | Dropdown of available case types |
| **Case name** | A custom name for the case. Only shown when the selected type is Generic. | Conditional | Text |


## View case details

From the borrower detail NavColumn, select a case card to load the case detail view. The case detail page displays:

| Section | What it shows |
|  --- | --- |
| **Case header** | Case ID, status dropdown, options menu, created-by metadata, and notification bars for escalation, do-not-interact, snooze, or scheduled call status. |
| **Case details** | Type-specific fields for the case type (e.g., bankruptcy court info, collections metrics, military duty dates). See [Case types reference](/servicing-operations/agent-portal-crm/crm-case-types). |
| **Accounts** | Loan accounts associated with this case. See [Work case workflows](/servicing-operations/agent-portal-crm/crm-case-workflows#attach-accounts-to-a-case). |
| **Documents** | Documents attached to this case. See [Work case workflows](/servicing-operations/agent-portal-crm/crm-case-workflows#attach-documents-to-a-case). |
| **Events** | Paginated timeline of case events (10 per page). System events like do-not-interact changes, escalations, and snoozes are filtered out. |
| **Workflow** | Guided checklist of steps, closing steps, and final outcome. See [Work case workflows](/servicing-operations/agent-portal-crm/crm-case-workflows). |
| **Notes** | Case-specific notes with pinning, flagging, and sensitivity controls. Works the same as [borrower notes](/servicing-operations/agent-portal-crm/crm-borrower-notes) but scoped to this case. |
| **Summary** | AI-generated case summary. See [Work case workflows](/servicing-operations/agent-portal-crm/crm-case-workflows#review-the-ai-case-summary). |


## Update case status

1. From the case detail page, select the **Status** dropdown in the case header.
2. Select the new status.


Only valid transitions are available in the dropdown. See [Understand cases](/servicing-operations/agent-portal-crm/crm-cases-overview#case-lifecycle) for the full status transition table.

**Important:** When you set a case to `completed`, you must also select an outcome (approved, denied, false positive, or no outcome) in the workflow's final outcome section.

## Escalate a case

Escalating a case routes it to a specific team or agent for priority handling. Escalations remain active until manually canceled.

1. From the case header, select the options menu and choose **Escalate**.
2. Choose whether to escalate to a **Team** or an **Employee**.
3. Select the team or employee from the dropdown.
4. To flag the escalation as high priority, select **Flag as urgent**. Urgent escalations receive higher priority in task queues.
5. Enter a reason for the escalation in the note field. This is required.
6. Select **Escalate**.


If the case is already escalated, you can select **Update escalate** to change the target or urgency, or **Cancel escalate** to remove the escalation.

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Escalate to** | Whether to escalate to a team or an individual employee. | Yes | Team or Employee (radio) |
| **Team / Employee** | The specific team or employee to receive the escalation. | Yes | Dropdown |
| **Flag as urgent** | Whether this escalation should receive higher queue priority. | No | Checkbox (default: unchecked) |
| **Note** | The reason for the escalation. Creates a note on the case. | Yes | Text |


## Snooze a case

Snoozing a case defers it until a specified date. When the snooze expires, a review task is created for the case.

1. From the case header, select the options menu and choose **Snooze**.
2. Choose a duration:
  - Select **For** and choose a number of days (1–30) from the dropdown.
  - Or select **Until** and choose a specific date.
3. The dialog previews when the case will reappear (e.g., "Snoozed Until: Monday, Jan 5, 2025").
4. Select **Snooze case**.


If the case is already snoozed, you can select **Update snooze case** to change the date, or **Cancel snooze case** to wake the case immediately.

**Note:** Snoozing does not prevent outbound communications to the borrower during the snooze period.

## Schedule a call

1. From the case header, select the options menu and choose **Schedule call**.
2. Select a **Date**. You can schedule up to 60 days in advance.
3. Select a **Time** range (one-hour slots). Available times default to 8:00 AM – 10:00 PM unless the borrower has given consent for contact at unusual times.
4. Select a **Phone number** from the borrower's contacts. Work phone numbers only appear if the borrower has given consent for work contact.
5. Select a **Reason** for the call from the interaction theme dropdown.
6. Select **Schedule call**.


If a call is already scheduled, you can select **Update scheduled call** to change the details, or **Cancel scheduled call** to remove it.

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Date** | The date for the scheduled call. | Yes | Date (today through 60 days out) |
| **Time** | The one-hour window for the call. | Yes | Hourly time slots |
| **Phone number** | The borrower contact to call. Filtered to phone-type contacts affiliated with the borrower. | Yes | Dropdown of phone contacts |
| **Reason** | The purpose of the call. | Yes | Dropdown of interaction themes |


### Consent-dependent behavior

| Consent | Effect when granted |
|  --- | --- |
| `contactPersonUnusualTime` | Expands available time slots to include early morning, late evening, and weekend hours. |
| `contactPersonWork` | Includes the borrower's work phone numbers in the phone number dropdown. |


## Assign a case owner

Case ownership assigns a single agent as the relationship owner for a case. All future tasks related to this case are routed to the assigned owner.

**Note:** Case ownership requires both the `crmCaseAssignment` feature flag and the company configuration setting `config.tasks.enableCaseOwnership` to be enabled. If you do not see the assign owner option, contact your administrator.

1. From the case header, select the options menu and choose **Assign case owner**.
2. Select an employee from the dropdown.
3. Select **Set owner** (or **Update owner** if an owner is already assigned).


To remove an existing owner, select **Remove owner**. All future tasks will be rerouted to all available agents.

If you assign yourself as owner, a confirmation dialog appears: "You now own this case. You will be the relationship owner of all future tasks related to this borrower's case."

## Set do-not-interact

Do-not-interact (DNI) prevents specified communication channels from reaching the borrower during a defined period.

1. From the case header, select the options menu and choose **Set Do Not Interact**.
2. Enter a **Start date**. You cannot select a date in the past.
3. Optionally enter an **End date**. If left blank, the DNI remains active indefinitely.
4. Select the **Channels** to block (email, text, mail, voice, chat, or all).
5. Select the **Themes** (interaction reasons) to block, or select all.
6. Select **Set do not interact**.


| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Start date** | When the DNI takes effect. | Yes | Date (today or future) |
| **End date** | When the DNI expires. Leave blank for indefinite. | No | Date (must be after start date) |
| **Channels** | Which communication channels to block. | Yes | Checkboxes: voice, email, text, chat, mail, or All |
| **Themes** | Which interaction themes to block. | Yes | Checkboxes: individual themes or All |


Advanced options are available to customize the timezone, time-of-day window, days of the week, and contact types (work, home, personal, military) affected by the DNI.

If a DNI is already active, you can update or cancel it.

## Rename a case

1. From the case header, select the options menu and choose **Update Case Name**.
2. Enter the new case name.
3. Confirm the change.


## Related pages

- [Understand cases in the CRM](/servicing-operations/agent-portal-crm/crm-cases-overview)
- [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)