Reopening a Closed Case in Salesforce
- Introduction. I’ve implemented and been associated with a few Salesforce Org’s that treat dealing with reopening closed...
- Do nothing. As the title describes you can simply do nothing. For one reason or the other it might be too complicated to...
- Open a new case. So another simple solution that can be very effective which can also...
...
Lightning Experience
- Click the Gear icon and then Setup.
- Click Process Automation.
- Click Workflow Rules.
- Click New Rule.
- Select Object: Email Message.
- Click Next.
- Enter a rule name.
- Select created for the evaluation criteria.
Should you re-open a closed case in Salesforce?
Ben McCarthy I’ve implemented and been associated with a few Salesforce Org’s that treat dealing with reopening closed cases very differently. In my experience there is no right answer, it all depends on how you deal with your cases internally and your business processes.
How do I create a case in Salesforce?
Fill in the required Case fields. Add any Case Collaborators to allow people to follow Case progress. Click Create Case. Grant Login Access to support by following the appropriate steps for your environment. Include the name and URLs for affected records and objects (such as Contacts, Reports, sections, workflows, etc.).
How do I view my cases in Salesforce help?
See Add a Case Collaborator for reference. Attach related files after the Case is created, or reply to a Case email with an attachment to update the supporting documents. Log in to Salesforce Help. Click My Cases. Click the Case Number to view the Case in more detail.
How do I update the supporting documents in a Salesforce case?
Attach related files after the Case is created, or reply to a Case email with an attachment to update the supporting documents. Log in to Salesforce Help. Click My Cases. Click the Case Number to view the Case in more detail.
What should happen to a case once it is closed Salesforce?
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. Find an article or solution that answers the customer's question. When you delete a case, all related events and tasks, case comments, and attachments also are deleted.
How do I view closed cases in Salesforce?
If the Salesforce console is set up, view case lists by selecting Cases from the navigator tab (if Cases is available). Click Edit or Del to edit or delete a case. to follow or stop following a case in your Chatter feed. Click New Case or select Case from the Create New dropdown list in the sidebar to create a case.
Why can't I close a case in Salesforce?
How: To show closed statuses in the Case Status Field picklist, go to Support Settings and select Show Closed Statuses in Case Status Field. To hide closed statuses, deselect Show Closed Statuses in Case Status Field. By default, the setting is disabled, so closed statuses are hidden.
How do I automatically close a case in Salesforce?
Follow these steps:Got to setup.Type Workflow Rules in the quick find.Click the New Rule Button.Select Object as Case.Click Next.Rule Name - something like this "Case Auto Close After 20 Days."Give it a description (your future self will thank you later)More items...•
Can you reopen a closed case in Salesforce?
Reopen a case properly The Entitlement process part is however a bit more complicated. A case can only enter and finish an Entitlement process once. This means if you tell Salesforce to exit the process when its closed, it won't be able to enter it again.
How do I search for a case in Salesforce?
Searching from the Cases TabOn a case detail page in the Solutions related list, enter keywords related to a possible solution in the search box. ... If your organization uses categories, select a category in which to search.Click Find Solution.More items...
What does it mean to close a case?
3 attorney answers Attorney Horwitz is correct. The case being closed out is when the detective has finished their investigation and will decide whether to present the case to the prosecutor and file charges or not. I would suggest getting an attorney immediately... More.
How do you close a case?
Here are certain tips for the closing the case: Review the final order and make sure everything which ought to be done has already been done. A case file should be closed only after the final action has been completed in the case and the final bill has been paid in full. A closing file memo is a great idea.
How do I close a case in Salesforce lightning?
To close a case in Lightning, you just need to add the status to the Case Status. The documentation notes: The close case layout isn't available, but you can add closed statuses to case edit pages. From the Support Settings page in Setup, select Show Closed Statuses in Case Status Field.
How do you close a case through email?
Closing Ticket Email - Closing Your Case In 10 Days Dear , It was a pleasure to resolve your issue. This email is to inform you that we will be closing your case in 10 days. If you do not believe that your issue was resolved, or have further concerns, please respond to this email within the next 10 days.
What is case close page layout lightning?
Service / Case Management. In classic mode, the "Close Case" button takes you to a special "close case page." The status on this close case page only display close statuses. It also can have separate fields that are required and only visible on the close case page.
Introduction
I’ve implemented and been associated with a few Salesforce Org’s that treat dealing with reopening closed cases very differently. In my experience there is no right answer, it all depends on how you deal with your cases internally and your business processes.
Do nothing
As the title describes you can simply do nothing. For one reason or the other it might be too complicated to automate anything, you might not track SLA’s or you might be so small it doesn’t matter.
Open a new case
So another simple solution that can be very effective which can also use automation to ease the situation. I’ve seen this solution quite a bit and it seems to work in quite a few business examples so I will detail how it works here. If a case has been closed and a customer responds via a Service Cloud email it will attach itself to the case.
Reopen a case properly
This is where it gets fun/complicated/interesting. If you want to be clever about it you can still interact with the customer on the same case, while tracking stats and making sure we stay within the Entitlement Process as well.
