When a customer is subject to a special circumstance (such as bankruptcy or a health issue), an organization might want to process their case within the collections application. These cases might or might not be delinquent. The entry rules also might need to accommodate entry to collections of cases based on a specific status, regardless of the days past due or arrears balance.

Examples of special circumstances

A collection strategy for an account with special circumstances is most likely different than the strategy for a similar account without special circumstances. Examples of special circumstances include:

• Military service
• Death
• Illness
• Incarceration
• Bankruptcy
• Hardship

Flowchart for special circumstances

The following flowchart identifies the special circumstances that can affect a customer’s ability to pay. The available list of circumstances is determined by business needs. The customer can have more than one special circumstance, in which case the user should capture all relevant details.

Capturing special circumstances

To create a Special Circumstances case, complete the following steps:

1. Click New > Demo Interactions > Collections > Demo Card Coll - Williams and start an interaction.
2. Click Add Tasks > Special Circumstances.
3. In the list of special circumstances, select the check boxes next to the special circumstances that affect the customer’s ability to pay.
4. Click Next. Enter relevant information in the General Information section and click Continue.

A Special Circumstances case is created.