Closing a case means that a customer’s issue has been resolved.
Required Editions
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- Solve Cases
Find an article or solution that answers the customer’s question. - Close Cases
After you solve a customer’s case, you can close it from a few locations and create a solution or article to help solve similar cases. - Delete Cases
When you delete a case, all related events and tasks, case comments, attachments, and attachment records are also deleted. Associated contacts, accounts, file records, and solutions aren't deleted. - Merge Duplicate Cases in Lightning Experience
Streamline your work by combining duplicate cases. Support reps can merge up to three cases into a single case. Merging takes place on the Cases List View or from the Case Record Home. - Enable Suggested Articles to Solve Cases
Articles are a great way to solve cases and keep service reps efficient. When customers have the same questions, you can create one article with the answer and attach it each time the question is asked. - Send Articles from Cases
Service reps can send articles as PDFs to customers with cases.