Salesforce ExercisesDeal outcomes and customer supportYour progress
LESSON 40 / 60

Close a verified customer issue

Case status describes progress through the support process.

3 min
  1. 1Understand
  2. 2Guided practice
  3. 3On your own
THE IDEA

Close a verified customer issue

Case status describes progress through the support process. Working means investigation is underway; Closed means the task’s stated resolution has been verified.

Use the evidence supplied by the scenario. Closing a case should reflect a completed customer outcome rather than merely transferring ownership.

Builds on Triage urgency and ownership

A WORKED EXAMPLE

A simple example

A fix confirmed by the affected customer can justify closing the case after investigation.

A common mistakeDo not close a case just to remove it from the open queue.

Words you’ll use in this lesson
Case
A customer question or problem tracked through resolution.
Status
The current position in a process.
Owner
The teammate accountable for a record.