This action lets customers retrieve case information and close cases.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and
Developer Editions with Foundations, or Agentforce 1 or Einstein
1 Editions
|
Action Details
| API Name |
CloseCase |
| Action Type |
Standard |
| Reference Action Type |
Flow |
| Inputs |
Case Rcord, Case Status, Case Reason |
| Outputs |
Success Message, Error Message |
| Does this action execute one or more prompt templates? |
No |
Guidelines and Considerations
- Picklist values must be passed as text.
- Agentforce doesn’t automatically adjust picklist values based on record types or user
profiles. To manage this, you can use subagent instructions to guide the process or add custom
validations within workflows.
- You can add fields into the Agentforce close case functionality in these ways:
- Update the quick-action layout to include the new fields.
- Clone the workflow and modify it to accommodate the new fields.
- Update the subagent instructions to support the new fields.
- If multiple cases have the same case reasons and status, the agent can close a maximum of
five cases at one time.
- You can create multiple close case actions for different record types.
