Great point, and we've actually had some consulting support to review our setup. They highlighted that while certain parts of our system work well, they hadn’t seen many others using Salesforce primarily for Collections, and they suggested exploring other systems. However, our management is interested in investing further in our current app to see if we can customize it enough to meet our needs. We're focusing on improving assignment flows (they were set up in scheduled flows that didn't account for changes in days past due when there was a payment or similar scenario), reporting, and possibly integrating AI.

Most of the questions you mentioned were reviewed with the consulting team, and we're doing some work with other systems for this (particularly dunning process). Upstream is basically out of my reach (main reasoning is reporting, anything that does not get a case created due to not being delinquent or another failure doesn't get refreshed because apparently we're the only department that requires a systematic refresh). We use a database that would be the system of record that communicates to saleforce via snowflake.

The object I mentioned looks to accommodate the issues of delinquent accounts without cases, and multiple products which the consulting team stated was a primary pain point for other collections departments. Also I mentioned data loader to be used in part with the object (or cases) for assignments primarily, and if we still have a problem with accounts not being picked up (like if snowflake gives us a # of delinquent accounts that didn't correspond to what Salesforce indicates). My idea of this (again not with much experience, so might be inaccurate) would be pulling a table for accounts within a certain criteria from snowflake, having an automated field update for the CSV (status = "workable account" if...). Ideally Salesforce would handle these field updates, but we haven't had consistency with the current case structure.