Configure auto close resolved cases

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Use the auto close resolved cases feature to automatically close cases in the Resolved state if customers do not take any action.

    Before you begin

    Role required: admin

    About this task

    Enable this feature by activating the Auto Close Resolved Cases Flow Designer flow. You can also create a configuration that enables both the system and agents to exclude cases from auto closure.

    Procedure

    1. Navigate to All > Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, click Get Started
    3. In the Case Management category, view the list of tasks to configure the feature.
      Table 1. Auto Close Resolved Cases
      Task Description
      Activate Auto Close Resolved Case Flow Activate the Auto Close Resolved Cases Flow Designer Flow, which identifies cases in the Resolved state that are waiting for a customer response and takes the following actions:
      • Sends a reminder notification to the customer after 5 days with no response that the case is pending solution acceptance.
      • Closes the case and sends a reminder notification to the customer after 10 days that the case has been auto closed.
      Configure Business Rules for Auto Close Field Configure the following business rules to enable or disable the Auto Close field on the Case form:
      • Mark for Auto Close
      • Clear Auto Close
      Configure Auto Close Flag The Auto Close Resolved Cases Flow Designer flow uses the Auto Close flag to exclude cases from auto closure. This flag is hidden by default. To use this flag, configure the Case form to display the Auto Close field.
    4. To perform a task, click Configure.

      This button opens the page in your instance where the configuration is completed.