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    • Customer Service Management
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    Home New York Customer Service Management Customer Service Management Customer Service Management Configure Customer Service Management Case management Automatically close customer service cases

    Automatically close customer service cases

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    Automatically close customer service cases

    Customer service cases in the Resolved state can be closed automatically if customers do not take any action.

    This feature uses the Auto Close Resolved Cases Flow Designer flow.
    Note: This flow is not active by default.
    The Auto Close Resolved Cases Flow Designer Flow identifies cases in the Resolved state that are waiting for a customer response and takes the following actions:
    • Sends a reminder notification to the customer after 5 days with no response that the case is pending solution acceptance.
    • Closes the case and sends a reminder notification to the customer after 10 days that the case has been auto closed.
    The notifications are added to the Additional comments field on the Case form.

    The system administrator can enable the Auto Close Resolved Cases flow and configure the timing of the reminder notifications. The default settings include two notifications that are sent at 5 days and 10 days after a case has been resolved. The system administrator can also create additional notifications to the flow.

    The system administrator can also create a configuration that enables both the system and agents to exclude cases from auto closure.

    Using the Auto Close field on the Case form

    Customer service agents can use the Auto Close field on the Case form to exclude cases from auto closure. This field is hidden by default. To use this field, configure the Case form to display the Auto Close field.

    Configuring business rules for auto closure

    The system administrator can configure business rules to enable or disable the Auto Close field on the Case form.
    Business Rule Description
    Mark for Auto Close Use this business rule to configure when the system sets the Auto Close field to true. The default configuration is as follows:
    • The case status is Resolved.
    • The Needs attention field on the Case form is false.
    • The case is not escalated.
    • The account is not escalated.
    Clear Auto Close Use this business rule to configure when the system automatically sets the Auto Close field to false. The default configuration is as follows:
    • If the solution is rejected and the case status returns to Open.
    • Notifications for resolved cases

      Customers receive notifications about resolved cases that will be automatically closed if no action is taken.

    Related concepts
    • Flow Designer

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    Release version
    Choose your release version

      Automatically close customer service cases

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Automatically close customer service cases

      Customer service cases in the Resolved state can be closed automatically if customers do not take any action.

      This feature uses the Auto Close Resolved Cases Flow Designer flow.
      Note: This flow is not active by default.
      The Auto Close Resolved Cases Flow Designer Flow identifies cases in the Resolved state that are waiting for a customer response and takes the following actions:
      • Sends a reminder notification to the customer after 5 days with no response that the case is pending solution acceptance.
      • Closes the case and sends a reminder notification to the customer after 10 days that the case has been auto closed.
      The notifications are added to the Additional comments field on the Case form.

      The system administrator can enable the Auto Close Resolved Cases flow and configure the timing of the reminder notifications. The default settings include two notifications that are sent at 5 days and 10 days after a case has been resolved. The system administrator can also create additional notifications to the flow.

      The system administrator can also create a configuration that enables both the system and agents to exclude cases from auto closure.

      Using the Auto Close field on the Case form

      Customer service agents can use the Auto Close field on the Case form to exclude cases from auto closure. This field is hidden by default. To use this field, configure the Case form to display the Auto Close field.

      Configuring business rules for auto closure

      The system administrator can configure business rules to enable or disable the Auto Close field on the Case form.
      Business Rule Description
      Mark for Auto Close Use this business rule to configure when the system sets the Auto Close field to true. The default configuration is as follows:
      • The case status is Resolved.
      • The Needs attention field on the Case form is false.
      • The case is not escalated.
      • The account is not escalated.
      Clear Auto Close Use this business rule to configure when the system automatically sets the Auto Close field to false. The default configuration is as follows:
      • If the solution is rejected and the case status returns to Open.
      • Notifications for resolved cases

        Customers receive notifications about resolved cases that will be automatically closed if no action is taken.

      Related concepts
      • Flow Designer

      Tags:

      Feedback

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