Close or cancel a customer play

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

    • You can close or cancel a customer play and all the related tasks.

    Before you begin

    Role required: sn_acct_lc.customer_success_agent

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Customer Plays and open the customer play you want to cancel.
    3. Select the Record details to view the customer play form.
    4. Depending on your requirement, change the State to Canceled or Closed.
      The Closure code is automatically updated to reflect the State change.
    5. Confirm that all the required fields are filled out and select Save.
    6. Select Yes in the confirmation window to continue.
      The customer play along with all associated child customer play tasks will be canceled or closed and the Progress is set to Canceled or Closed.
      Note:
      Before you close a customer play, you must close or cancel all the associated child tasks. If an associated child task is still open, a warning message is displayed. You must first close or cancel the child tasks and then proceed with closing the customer play.