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Collections and Recovery
Capture Collections-Related Interaction

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Capture Collections-Related Interaction

As a collections specialist, you can capture the collections-related interactions and next steps with the Capture Collections-Related Interaction quick action. The action creates a collections interaction event and a case, if required. The action also helps to determine which cases require legal proceedings and creates a legal case, case proceeding, and case proceeding participants.

Required Editions

Available in: Lightning Experience
Available in: View product and edition availability.
User Permissions Needed
To create a collections interaction event, case, and case proceeding records: Collections and Recovery Specialist
  1. From the App Launcher, find and select Collections.
  2. Click Collection Plans, and open a collection plan record.
  3. On the collection plan record details page, from the Action Launcher, click Capture Collections-Related Interaction.
  4. Specify these details.
    1. Update the collection plan status based on your discussion with the customer.
    2. Select a next collection action.
      For example, select Bankruptcy Declared—Verify Status, if the next step is to verify the validity and authenticity of the declared bankruptcy.
    3. Select the origin.
      For example, select Email, Phone, or Web.
    4. Enter a description.
    5. If needed, select Create Case.
    6. Specify the case type, priority, owner, subject, and description.
    7. If you selected Legal as the case type, then enter the case proceeding details, such as type, subtype, and attorney details.
  5. To submit the request, click Finish.
    After the case is created, if you plan to assign it to some other expert team for further proceedings, open the case and update the case owner field.
 
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