---
schema_version: "1"
id: 30046643c111c2e231b728a8bfcc83862decfde27c699e06443033e10a7ef14b
title: Collections and Recovery
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/collections.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.collections.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 08412205be8107753dc51efe26ce9b5a98a225cb5415ea048ac08ec2f6393f5a
description: Collections and Recovery in Salesforce helps financial institutions and corporations streamline their collection processes, reduce delinquencies, and maintain positive customer relationships. The collections process is a critical aspect of financial management and operations for businesses, lenders, and financial institutions.
products:
  - Industry Solutions
  - Cross Cloud
release: "264"
---
# Collections and Recovery

Collections and Recovery in Salesforce helps financial institutions and corporations streamline their collection processes, reduce delinquencies, and maintain positive customer relationships. The collections process is a critical aspect of financial management and operations for businesses, lenders, and financial institutions.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=ind.collections_editions_permissions.htm&amp;release=264.0.0&amp;type=5" title="Review the supported products, editions, and permissions for Collections. Then learn how your product handles permissions and how to assign them.">View product and edition availability.</a></td></tr></tbody></table>

Collections and recovery refers to the process of pursuing customers to pay the money they owe to a business or financial institution. The various collection activities include sending reminders to customers, creating promises to pay, and encouraging customers to pay the money they owe as promised. This process also includes engaging with recovery agencies to reclaim money from delinquent accounts that have defaulted on payments.

## Basic Setup

To use Collections and Recovery features, complete the basic setup and import your Collections data into Salesforce.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e72">Action</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e75">Where to Learn More</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e72 ">Get to know the Collections data model and learn about key concepts</td>

            <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e75 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=ind.collections_data_model.htm&amp;language=en_US" target="_blank">Collections Data Model</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=ind.collections_basics.htm&amp;language=en_US" target="_blank">Key Concepts</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e72 ">Set up Collections and Recovery in your org</td>

            <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e75 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=ind.collections_editions_permissions.htm&amp;language=en_US" target="_blank">Editions and Permissions for
                    Collections</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=ind.collections_assign_object_permissions.htm&amp;language=en_US" target="_blank">Assign Object Permissions for
                    Collections</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?language=en_US&amp;id=ind.collections_use_preconfigured_deployment.htm" target="_blank">Configure Action Launcher Deployment for
                    Collections</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=ind.collections_enable_timeline.htm&amp;language=en_US" target="_blank">Enable Timeline for Collections</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=ind.collections_enable_borrower_details.htm&amp;language=en_US" target="_blank">Show Account and Contact Details on a
                    Collection Plan Page</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=ind.collections_enable_fls_case_object.htm&amp;language=en_US" target="_blank">Set Field-Level Security for Case
                    Source</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=ind.collections_add_related_cases_to_collection_plan.htm&amp;language=en_US" target="_blank">Add Related Cases to Collection
                    Plan</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e72 ">Import Collections data from CSV files into Collection Plan and related
              objects</td>

            <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e75 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_csv_import.htm&amp;language=en_US" target="_blank">Import Collection Data From CSV
                Files</a></td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e72 ">Create collection plans, collection plan items, contacts, and other related
              object records in one go, through a single Composite Graph API request</td>

            <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e75 "><a href="https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/resources_composite_graph.htm" target="_blank">Composite Graph</a></td>

          </tr>
        </tbody>
      </table>

## Explore Collections and Recovery Features

Discover the Collections and Recovery features designed to streamline your debt recovery process. Help collection specialists to work more efficiently, which leads to faster payments and improved cash flow.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/images/icon_important.png)

Important Before you begin, make sure you've completed the basic setup steps.

The Collections and Recovery solution provides a comprehensive set of features designed to transform your debt collections from a reactive process into a proactive, efficient system. These features enable you to identify risk before it escalates, automate outreach at scale, optimize the entire collections workflow for maximum recovery, and leverage AI assistance for collections specialists to ensure a seamless and compliant process.

## 01: Proactively Predict Collections Risks

 
| I want to... | Features |
| --- | --- |
| Identify high-risk financial accounts such as loans or credit cards to maximize collection efficiency and recovery impact. | [Set Up Tableau Next App to Predict Risk Scores for Collections](https://help.salesforce.com/s/articleView?id=ind.collections_setup_risk_scores.htm&language=en_US) |

## 02: Segment Using Business Rules and Automate Outreach at Scale

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e247">I want to...</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e250">Features</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e247 ">Create tailored collection strategies, mitigate credit risk, and prioritize
              collection efforts according to different collection segments.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e250 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_customize_bre_components_to_determine_segment.htm&amp;language=en_US" target="_blank">Set Up Business Rules Engine Components to
                Determine Collection Plan Segments</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e247 ">Create prioritized lists of collection plans. Prioritize high-value recovery
              efforts and improve recovery rates with these actionable lists.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e250 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_set_up_actionable_segmentation.htm&amp;language=en_US" target="_blank">Set Up Actionable Segmentation for
                Collections</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e247 ">Run targeted campaigns across multiple channels, such as email and SMS, to
              enhance the chances of successful collection outcomes and maintain positive
              relationships. </td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e250 ">
              <p><a href="https://help.salesforce.com/s/articleView?id=ind.collections_set_up_campaigns.htm&amp;language=en_US" target="_blank">Set Up Collection Campaigns</a></p>
              <p style="margin-bottom:0;">Requires <samp class="parmname">Data 360</samp> and Marketing Cloud</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e247 ">Track the performance of the collection campaigns in real time and make
              data-driven adjustments to optimize collection campaign results.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e250 ">
              <p><a href="https://help.salesforce.com/s/articleView?id=ind.collections_set_up_campaigns.htm&amp;language=en_US" target="_blank">Set Up Collection Campaigns</a></p>
              <p style="margin-bottom:0;">Requires <samp class="parmname">Data 360</samp> and Marketing Cloud</p>
            </td>

          </tr>
        </tbody>
      </table>

## 03: Accelerate Debt Recovery and Risk Mitigation

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d7424e332">Automate Collection Processes</th>
          </tr>
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e338">I want to...</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e341">Features</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e338 ">Create a case for a collection plan when a collection plan record is created
              with a valid reason. Close the collection plan and all its cases when it meets
              certain predefined conditions.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e341 "><a href="https://help.salesforce.com/s/articleView?language=en_US&amp;id=ind.collections_configure_case_management.htm" target="_blank">Set Up Case Management for
                Collections</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e338 ">Update the payment received details in the corresponding collection plan or
              payment schedule item.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e341 "><a href="https://help.salesforce.com/s/articleView?language=en_US&amp;id=ind.collections_setup_auto_payments_received.htm" target="_blank">Configure Automatic Payments Received
                Updates</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e338 ">Notify customers of payment status automatically, and reduce customer
              inquiries. </td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e341 ">
              <p><a href="https://help.salesforce.com/s/articleView?id=ind.collections_setup_automated_payment_notification.htm&amp;language=en_US" target="_blank">Configure Automatic Payment Status
                  Notifications</a></p>
              <p style="margin-bottom:0;">Requires Data Cloud and Marketing Cloud</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e338 ">Quickly create important notices, such as an overdue account notice or a debt
              recovery - final notice by using predefined Docgen templates. </td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e341 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_setup_docgen_templates.htm&amp;language=en_US" target="_blank">Set Up Document Generation Templates for
                Collections Communication</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e338 ">Capture collections-related interaction with a borrower after discussing ‌a
              disputed collection amount that requires further investigation. </td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e332 d7424e341 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_setup_interaction_outcome.htm&amp;language=en_US" target="_blank">Setup and Configuration for Capturing Customer
                Interaction Outcomes</a></td>

          </tr>
        </tbody>
      </table>

## 03: Accelerate Debt Recovery and Risk Mitigation

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d7424e426">Comprehensive Financial Insights</th>
          </tr>
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e432">I want to...</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e435">Features</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e426 d7424e432 ">Strategically plan collection activities across multiple ongoing Collections
              for an account by reviewing important collections metrics, such as the total initial
              due amount, the current total due, the total payments received, and the average days
              past due on an account record page.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e426 d7424e435 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_setup_insights_account_page.htm&amp;language=en_US" target="_blank">Set Up Collections Summary for
                Account</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e426 d7424e432 ">View related financial accounts, collection plans, and collection plan items
              all at once on the financial account record details page.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e426 d7424e435 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_customize_page_hierarchical_view.htm&amp;language=en_US" target="_blank">Customize Lightning Pages to View Collection Plans
                and Related Records in a Hierarchical View</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e426 d7424e432 ">&nbsp;</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e426 d7424e435 ">&nbsp;</td>

          </tr>
        </tbody>
      </table>

## 03: Accelerate Debt Recovery and Risk Mitigation

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d7424e492">Minimize Credit Risks and Ensure Legal
              Compliance</th>
          </tr>
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e498">I want to...</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7424e501">Features</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e492 d7424e498 ">Reduce the risk of bad debt by setting a maximum limit for the number of
              promises to pay.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e492 d7424e501 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_configure_max_ptp.htm&amp;language=en_US" target="_blank">Configure Maximum Promise to Pay
                Count</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e492 d7424e498 ">Quickly create customized payment plans for customers based on their financial
              account type and current financial hardship situation. </td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e492 d7424e501 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_setup_payment_plans_for_financial_hardships.htm&amp;language=en_US" target="_blank">Set Up Payment Plans to Manage Financial
                Hardships</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e492 d7424e498 ">Increase the likelihood of full recovery and ‌maintain strong customer
              relationships with structured repayment options.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e492 d7424e501 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_setup_payment_plans_for_financial_hardships.htm&amp;language=en_US" target="_blank">Set Up Payment Plans to Manage Financial
                Hardships</a></td>

          </tr>
          <tr class="">
            <td data-label="I want to..." class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e492 d7424e498 ">Ensure legal compliance and improve contact success rates by configuring and
              using real-time call compliance rules.</td>

            <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d7424e492 d7424e501 "><a href="https://help.salesforce.com/s/articleView?id=ind.collections_compliance_setup.htm&amp;language=en_US" target="_blank">Setup and Configuration for Call Compliance
                Checks</a></td>

          </tr>
        </tbody>
      </table>

## 04: Coordinate Seamlessly with Recovery Agencies

 
| I want to... | Features |
| --- | --- |
| Eliminate spreadsheets and emails by streamlining the coordination between lending institutions and third-party recovery agencies by using a dedicated digital portal for collections and recovery activities. | [Manage Your Collection Activities from the Collections and Recovery Experience Cloud Site](https://help.salesforce.com/s/articleView?id=ind.collections_work_with_experience_cloud_site.htm&language=en_US) |

## 05: Agentforce for Collections and Recovery

 
| I want to... | Features |
| --- | --- |
| Increase collections teams' productivity and accuracy by using a personal AI agent to efficiently manage collection call workflows, create promise-to-pay agreements, and document outcomes. | [Collections and Recovery Assistance for Employees](https://help.salesforce.com/s/articleView?id=ind.agent_ref_collections_employee_assistance.htm&language=en_US) |
| I want to enhance customer engagement by enabling customers to find collection plan details, create promise-to-pay agreements, and manage legal representative information with ease. | [Collections and Recovery Assistance for Customers](https://help.salesforce.com/s/articleView?id=ind.agent_ref_collections_customer_assistance.htm&language=en_US) |