Close or cancel a success case

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • You can close or cancel a success case and all the related tasks.

    Before you begin

    Role required: sn_acct_lc.ale_success_agent

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and click the List icon.
    2. Navigate to the Customer Success > All Success Cases and open the success case you want to cancel.
    3. Click the Record details to view the success case 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. Ensure that all the mandatory fields are filled out and click Save.
    6. Click Yes in the confirmation window to continue.
      The success case along with all associated child success case tasks will be canceled or closed and the Progress is set to Finished.
      Note:
      Before you close a success case, 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 success case.