Set Up Case Management for Collections and Recovery

To automatically create and close cases for collection plans, set field-level security for the case source field, create a decision matrix, and customize the prebuilt flows for case creation and closure.

Required Editions

Available in: Lightning Experience

Available in: View product and edition availability.

Watch this video to understand how to automate case creation and closure for collection plans.

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Customize the Case Lightning Record Page
To make sure that the collections specialists can view and edit case source details and to verify that the case is correctly linked to the collection plan, add the case source field to the case information section of the case page layout.
Create and Activate a Decision Matrix to Create a Case for a Collection Plan
Create a decision matrix with the collection plan reason code, case reason, case priority, and case type parameters. The decision matrix updates the case field values automatically when a case is created for a collection plan.
Customize the Prebuilt Flow to Create a Case for a Collection Plan
This flow automatically creates a case when a collection plan record is created with a valid reason.
Customize the Prebuilt Flow to Close Collection Plan and Associated Cases
This flow automatically closes a collection plan and all its associated cases based on predefined conditions.