Re-open a post case review

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Re-open an approved post case review document if you need to make changes or update information.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

    About this task

    Procedure

    1. Open a customer service case.
    2. In the Related Records form section, access the record in the Post Case Review field.
    3. Click Re-open on the Post Case Review form.
      The status of the record reverts to In Progress.
    4. Make the necessary changes to the fields on the Post Case Review form.
    5. Click Preview to generate the review document and view it in the Preview Document pop-up window.
    6. Optional: Click Request Approval.
    7. Click Publish to Case.