To close a CRM case

The procedure to close a CRM case is as follows:

1. Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case Reference as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Case Details window is displayed.
3. With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Close Case 2.
5. Click on Next. The Close Case window is displayed.
6. Using the Closure reason drop-down field, select a parameter value to qualify the circumstances surrounding the closure of the CRM case 3.
7. Use the Notes field to add contextual data in support of the formal completion of the CRM case.
8. Using the Late completion reason drop-down field, select a parameter value to qualify the circumstances surrounding the SLA target completion date having been exceeded for the CRM case; the corresponding Late completion notes field can be used to capture contextual data in support of the SLA breach 4.
9. Click on Save. The current status of the CRM case is set to Closed and the End date is stamped with the current system date and time.

Note

1 Additional search criteria may need to be employed (e.g. start date range, case subject, company, status) to ensure that the correct CRM case is returned; an alternative Search by category of Contact, Contact Group or CRM communication may be selected to extend the available search fields.

2 This option is active only for CRM cases that are currently in progress and all mandatory tasks, if any, have already been completed.

3 These custom values can be populated by the end user via the general lookup parameter entitled CRM Case Closure Reasons.

4 These fields are activated only in the instance where the SLA target completion date for the CRM case has expired - dictated by the rules set out within the associated communication subject.

See related topics...

CRM case progression management overview

To reopen a closed CRM case

To cancel a CRM case

To revise the SLA target date for a CRM case

To reassign ownership of a CRM case

To place a CRM case on hold

Using the search facility