This guide explains what Case tags are and how they're used in the Advocate Platform.
What Are Case Tags?
Case tags serve two main purposes: flagging a Case to inform how it should be actioned, and grouping Cases together for better portfolio management.
Where to Find It
The tag icon appears next to the Case name at the top of the Case.
Case tag filtering is available from the filter button on the Cases list.
What You'll See
Tag icon – the icon next to the Case name; clicking it opens the tag picker.
Search bar – filters the tag list as you type.
Tag list – the full set of available tags: Assumption, Conventional, Long-Form Policy, Monetary Default, Multi-Property, On Hold, Platinum, Portfolio, Refinance, SBL. More than one can be checked at once.
"Clear all" – removes every tag currently applied to the Case in a single click.
Note: "Clear all" removes every applied tag at once, so use it carefully if a Case has more than one tag intentionally set.
Filter button – on the Cases list; opens filtering options, including filtering the list by Case tag.
Applying a Tag
Clicking the "tag" icon next to the Case name opens a dropdown of available Case tags. Selecting a tag applies it to the Case, and clicking the "tag" icon again closes the dropdown. The selected tag is saved and appears next to the Case name.
Note: Tags are organizational labels only. Adding or removing one doesn't change Compliance status, scoring, or approval workflow. A Case can have more than one tag applied at a time.
Filtering by Tag
Clicking the filter button on the Cases list opens filtering options. Selecting "Tags" and entering a tag (for example, Monetary Default) filters the list to show only Cases with that tag applied.
How It's Used
When a loan is in default, users can update the corresponding Case with the "Monetary Default" Case tag. This signals to other users that no action should be taken on the Case.
When users want to note that multiple Cases are part of a book of loans, they can add the "Portfolio" Case tag to each Case.
When users want to filter their Cases by Case tag to better manage their portfolio.
If desired, go to the Overview tab and leave a comment on the Case explaining the Case tag and whether any further action should be taken. Be sure to click "Share comment with all" so all users with access to the Case can see the comment.
Case tags don't trigger any automatic actions on their own — once applied, continue any relevant next steps.
If the Case is part of a book of loans, continue reviewing each Policy in the book of loans and ensure the data matches across all Policies and Cases.
Additional Resources
For more information about case portfolio management and reporting, refer to the Understanding Advocate Reports guide.
For more information about the Case Dashboard, refer to the Navigating the Case Dashboard and Case Overview Tab guide.
For more information about reviewing a Policy, refer to the How to Review a Policy guide.