Close a customer service case

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Close a case at any time, except when it is in the Resolved state.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

    About this task

    After an agent proposes a solution for a case, the state changes to Resolved and the customer can either choose to accept or reject the solution. If accepted, the case is closed. If rejected, the state reverts to Open.

    An agent or agent manager can close a case at any time, except when it is in the Resolved state, whereas only a customer can accept or reject the proposed solution. When an agent or agent manager closes a case, details must be included in the Resolution notes field.

    Procedure

    1. Open a customer service case.
    2. Depending on the user interface, navigate to the correct form section.
      InterfaceSteps

      CSM Configurable Workspace
      1. Click the Details tab.
      2. Click the menu icon (Customer service case form menu icon) at the top of the Details section.
      3. Select Closure Information.
      Platform interface Click the Resolution Information tab.
    3. In the Resolution Code drop-down list, select the code that indicates the resolution state of the case.
    4. Enter any information related to the closure in the Resolution notes field.
    5. Click Close Case.