This article applies to company admins 


Document Purpose

Outline the functions and features of Self-Service Portfolio Management. 

Core Features

  1. Customers can create and maintain their own mass holds without relying on support team members to manage the process.
  2. Mass holds can be set by start and end dates, case types, and case addresses.
  3. Cases will auto-hold per schedule and release from hold on schedule.


Create Mass Hold


Step 1: Hover on Settings and select Portfolio Management



Step 2: Click on Create Mass Hold



Step 3: Fill out the pop-up



  • Mass Hold Name: Create a custom name for your mass hold 
  • Start Date: When do you want the mass hold to begin 
  • Case Types: You can select all, or you can choose one by one 
  • Time Zone: What time zone do you want to use to dictate your start and end times?
  • Description: Open field to add whatever you want
  • End Date: When do you want the mass hold to stop 
  • Case Address Types: What type of addresses do you want on hold 
  • Coverage Area for Mass Hold: Do you want to select specific areas for the hold (Based on coverage areas you have created) 
    • Select State: You can choose all states or one at a time
    •  Counties: You will have to upload a file (There is a sample file to use)
    • Zip Codes: You will have to upload a file (There is a sample file to use) 


Step 4: Save in Drafts or Create Mass Hold

Note: The Mass hold event will be live within 15-20 minutes of creation; until then, it will be shown as pending.



Using Filters

Step 1: From Portfolio Management, select Filters

Step 2: Fill out the areas you want to filter by 

Step 3: Click Show Results



Portfolio Management


  • Hold Title - Name you gave to the mass hold
  • Details - When the hold is in an Inactive or Scheduled status, you can view the details but not edit them; when the hold is in a draft status, you can make changes
  • Start Date - When the mass hold is scheduled to begin  
  • End Date - When the mass hold is expected to end 
  • Status - Shows scheduled, draft, or inactive statuses 
  • Actions- Three dots open a drop-down of actions 
    • Scheduled Status 
      • View Details - Able to see the specifics of the hold 
      • Duplicate - Will copy the hold details to a new hold 
      • Download CSV - Will download an Excel with all child cases 
      • Download My Cases CSV - Will download an Excel of all the parent cases 
    • Draft Status  
      • Edit - Will give the ability to make changes 
      • Duplicate - Will copy the hold details to a new hold 
      • Activate - Will make the mass hold go live 
      • Download CSV - Will download an Excel with all child cases 
      • Download My Cases CSV - Will download an Excel of all the parent cases
    • Inactive Status
      • View Details - Able to see the specifics of the hold 
      • Duplicate - Will copy the hold details to a new hold 
      • Archive - Will save the mass hold under the Archive Holds tab
      • Download CSV - Will download an Excel with all child cases 
      • Download My Cases CSV - Will download an Excel of all the parent cases
    • Archived Status
      • View Details - Able to see the specifics of the hold 
      • Duplicate - Will copy the hold details to a new hold 
      • Download CSV - Will download an Excel with all child cases 
      • Download My Cases CSV - Will download an Excel of all the parent cases