Create an onboarding case

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Create a case to onboard new customers or to onboard existing customers for new products.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    Onboarding cases appear in the Onboarding Cases module and use the ONB prefix in the case number. For example, ONB0001007.

    If the case playbook for onboarding is available, you can use the playbook to guide you through the steps that need to be completed to resolve onboarding cases.

    Procedure

    1. Create a case.
      InterfaceDescription
      CSM Configurable Workspace From the Interaction form, click Create Case.
      Platform Navigate to: Customer Service > Cases and click Create New.
    2. Select the case type.
      InterfaceDescription
      CSM Configurable Workspace In the Select Case Type popup window:
      1. Select a Case Type.
      2. In the Category field, select Customer Onboarding.
      3. Click Create Case.
      Platform Select Customer Onboarding in the list of available case types in the interceptor.
    3. Add the customer information.
      • If the onboarding case is for an existing customer, fill in the Account and Contact or Consumer fields.
      • If the onboarding case is for a new customer, enable the New customer check box and fill in the fields in the New Customer Information form section.
      FieldDescription
      Customer type The type of customer, either Business or Individual.
      Business name The name of the business. This field is displayed and is required when you select Business as the customer type.
      Note:
      You can enter customer names in this field but not partner names.
      User name The name of the contact or consumer. This field is displayed and is required when you select Individual as the customer type.
      Email address The email address for the user. This address is used for notifications.
      Phone number The phone number for the user.
    4. Optional: Add additional members to the case from the Additional Members related list.
      Use this related list to create the users or business entities that should be included in the onboarding case. Click New and fill in the fields on the Related Party form.
      FieldDescription
      Type
      Use the Type field to select the authorization type of the additional member. Example authorization types include:
      • Joint Owner
      • Signatory
      • Beneficiary
      • Sub Account
      Additional members can be accounts, contacts, or consumers. The selection in the Type field determines which of the following fields is displayed:
      • User
      • Consumer
      • Account
      User The name of the contact being added as an additional member.
      Consumer The name of the consumer being added as an additional member.
      Account The name of the account being added as an additional member.
    5. Fill in the fields on the Case form.
      For more information and field descriptions, see Create a customer service case.
    6. Click Save.
      • If the New customer check box is enabled, the Account and Contact or Consumer fields are not required to save the case.
      • If the New customer check box is disabled, the Account and Contact or Consumer fields are required to save the case.