Enterprise CRM Service Console: Close a Case

Once a Case has been resolved it will need to be Closed. When and why to close Cases will be determined by internal business practices.

Make sure that prior to Closing a Case you've assigned any appropriate Tasks or sent any necessary emails.

Closing a Case

  1. Either search for the desired Case or open the Case from a Queue.
  2. Once on the Case record click on the Close Case button at the top or bottom of the Case Detail section. This brings up the Close Case screen.
    The location of the Close Case button above Case Detail 
  3. Once on the Close Case screen fields can be manipulated as needed. How you manipulate these fields will be determined by internal business processes.
    • The Status dropdown will show you the options available to be chosen in accordance with internal business processes.
    • Status Reason will be dictated by the selected Status and should be chosen in accordance with internal business processes.
    • Area/Category/Topic: All of the available options that will show for you in the Area/Category/Topic dropdown menus will be determined by the Case Record Type selected when creating the Case and will be pulling information from the Case but can be updated here if needed.
      • Area - Primary will allow you to change an Area for the Case and will dictate what you will have available in the Category - Primary dropdown.
      • Category - Primary will allow you to change a Category for the Case and will dictate what you will have available in the Topic - Primary dropdown.
      • Topic - Primary will allow you to change a Topic for the Case.
      • Area - Secondary will allow you to add or change a second Area for the Case, if needed, and will dictate what you will have available in the Category - Secondary dropdown.
      • Category - Secondary will allow you to add or change a second Category for the Case and will dictate what you will have available in the Topic - Secondary dropdown.
      • Topic - Secondary will allow you to add or change a second Topic for the Case.
    • The Case Information is pulling from the Case record and cannot be modified at this time.
    • The Solution Information section is available to fill in any necessary information if your business unit is using Solutions within CRM. Refer to internal business practices to ensure you are filling in the information correctly.
      • The Submit to Public Solutions checkbox allows you to make this solution public within CRM.
      • The Solution Title will default to the Subject of the Case but can be modified at this time as needed.
      • Solution Details should be filled out in accordance with internal business processes.
  4. Once you have filled out all of the information needed click on Save to Close the Case and be brought back to the Case record.
    The Save button