Close or cancel an account onboarding case

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

    • You can close or cancel an account boarding case and all the related activities.

    Before you begin

    Role required: sn_acct_lc.agent

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Onboarding Cases and open the onboarding case you want to cancel.
    3. Select the Record details toggle butto to view the account onboarding case form.
    4. To cancel the account onboarding case, follow these steps:
      • Change the State to Canceled.
      • Verify that all the required fields are filled out and select Save.
      • A pop-up message asking to confirm the cancellation is displayed. Select Yes to confirm. The Resolution code is automatically updated to Voided/Canceled and the account onboarding case is canceled.
    5. To close the account onboarding case, follow these steps:
      • Change the State to Closed.
      • Select the Resolution code from the drop-down list:
        • Successful - No issues
        • Successful - With issues
        • Unsuccessful - Unable to complete
        • Voided/Canceled
      • Confirm that the rest of the required fields are filled out and select Save. The account onboarding case is canceled.
        Note:
        Before you close an account onboarding case, you must close or cancel or the related account onboarding case 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 account onboarding case.