Create and manage cases for a constituent or household in Public Sector Digital Services

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

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

    Before you begin

    Role required: sn_customerservice.svc_location_manager, sn_customerservice_manager, admin

    About this task

    Staff members at a business location who have the location agent role can create cases for households and constituents.

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

    Procedure

    1. Navigate to All > CSM Configurable Workspace > List
    2. Navigate to the related list of the type of case you want to create.
    3. Under that related list, select All and select Create New.
    4. Perform one of the following actions.
      OptionDescription
      Add a constituent. Select a constituent in the Constituent field.
      • If the constituent belongs to only one household, the Household field is automatically updated.
      • If the constituent belongs to more than one household, select a household from the households that a constituent belongs to in the Household field.
      • If the constituent does not 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 Constituent field is automatically updated.
      • If the household has multiple current members, select a constituent from the household members in the Constituent field.
    5. Fill in the remaining fields on the Case form.
    6. 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.
    7. Select Submit.
      The case is added to the Cases related list on the Household form.