Create and manage cases for a consumer or household

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Staff members with the location agent role can create and manage cases for consumers and households.

    Before you begin

    Role required: sn_customerservice.svc_location_agent, sn_customerservice.svc_location_consumer_agent, sn_customerservice.svc_location_manager

    About this task

    Staff members at a business location who have either the location agent or consumer location agent role can create cases for households and consumers.

    Staff members or internal users who have a relationship with a household (based on the Relationship Manager responsibility) can create cases for that household and its members. Users with relationships to a household are listed in the following locations:
    • The Household Team related list on the Household form.
    • The Household Team Members list.
    Relationship managers can perform the following actions on the cases that they can access:
    • Add comments and work notes.
    • Add attachments.
    • Close cases.

    When a consumer case is created or updated, the consumer receives an email notification. If a household is added to a case, the head of household is also notified when the case is created or updated.

    Procedure

    1. Navigate to All > Customer Service > Cases and select Create New.
    2. Optional: Select the type of case that you want to create.
    3. Perform one of the following actions.
      OptionDescription
      Add a consumer. Select a consumer in the Consumer field.
      • If the consumer belongs to only one household, the Household field is automatically updated.
      • If the consumer belongs to more than one household, select a household from the households that a consumer belongs to in the Household field.
      • If the consumer doesn’t belong to a household, you can leave the Household field empty.
      Add a household. Select a household in the Household field.
      • If the household only has only one current member, the Consumer field is automatically updated.
      • If the household has multiple current members, select a consumer from the household members in the Consumer field.
    4. Fill in the remaining fields on the Case form.
    5. If desired, add other members of the household to the watch list.
      If a user with a Relationship Manager relationship is creating a case for a household or household member, this user is automatically added to the watch list.
    6. Select Submit.
      The case is added to the Cases related list on the Household form.