---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create and manage cases for a consumer or household

# Create and manage cases for a consumer or household {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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

## Antes de Iniciar

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

## Por Que e Quando Desempenhar Esta Tarefa

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.
{#manage-household-consumer-cases__ul_v4l_3nc_gmb}  
Relationship managers can perform the following actions on the cases that they can access:

* Add comments and work notes.
* Add attachments.
* Close cases.
{#manage-household-consumer-cases__ul_ap5_vpc_gmb}

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.

## Procedimento

1. Navigate to AllCustomer ServiceCases and select Create New.
2. **Opcional:** Select the type of case that you want to create.
3. Perform one of the following actions.

   | Opção | Descrição |
   | 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. {#manage-household-consumer-cases__ul_jkz_h4c_gmb} |
   | 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. {#manage-household-consumer-cases__ul_atd_h4c_gmb} |
   |-|-|

   {#manage-household-consumer-cases__choicetable_cyw_rnc_gmb}
4. Fill in the remaining fields on the [Case form](https://servicenow-prod.fluidtopics.net/YoC2sqEz6Fo6uDZBqEHN2g "The Case form displays detailed information about a customer issue or problem.").
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.
**Referência relacionada**   

* [Service Model Foundation cases](https://servicenow-prod.fluidtopics.net/MDpmf1tcNvVu8OP5sA19aQ "Location agents and location consumer agents at a business location can create cases for accounts, contacts, consumers, and households.")