---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu 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}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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

## Before you begin

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

## About this task

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.

## Procedure

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

   | Option | Description |
   | 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 does not 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/s~PpsXGJlgvDju0sCdRLhg "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. Click Submit.  
   The case is added to the Cases related list on the Household form.
**Related reference**   

* [Service Model Foundation cases](https://servicenow-prod.fluidtopics.net/h5Ag~18U_Q7kqLElPc1eQA "Location agents and location consumer agents at a business location can create cases for accounts, contacts, consumers, and households.")

*[\>]: and then