In Salesforce, you need to close a case when the customer’s issue or inquiry is resolved; it is part of the case processing.
In this Salesforce tutorial, I will explain the Salesforce close case with step-by-step guidance on how to close a case in Salesforce. I will also explain how to close multiple cases in Salesforce.
Additionally, I will guide you on how to delete a case in Salesforce and mass delete cases in Salesforce.
Close a Case in Salesforce
When a company uses Salesforce and customers face any issue, a case is created to track and solve the inquiry. Once the support team solves the problem, the user needs to close the case by marking it as “closed” in Salesforce.
Close a Case is part of case management, as it helps the support team organize and track open cases.
How to Close Case in Salesforce
Salesforce users can close cases in both Salesforce Lightning and Salesforce Classic. To close cases, the user needs permission to edit access on the cases object.
How to Close a Case in Salesforce Lightning
Below are the steps to close a case in Salesforce Lightning:
Step-1: Login into the salesforce account and click on the “App Launcher”, find and search for “Cases”. Or from the “Navigation Bar” click on the “Cases” tab.
Step-2: After clicking on cases, the cases page is open, and you can see that all the cases are seen on the page. Click on one of the cases which you want to close.
For example, you can click on the first case, which is 00001026 case number; click on it.
Step-3: After clicking on it, the case page opens; click on “Edit”, which is beside the follow option.
Step-4: Click on the “Status” picklist field and set the status to “Closed”. Then, click on the “Save” button.
In this way you can close the case in Salesforce Lightning.
How to close a case in Salesforce Classic
The following are the steps to create a case in Salesforce Classic:
Step-1: Login into the Salesforce classic account, then click on “Setup” and select the “Cases” object that is present in the “Navigation Bar” or from the “+” icon.
Step-2: After clicking on cases, the cases page opens, and you can see that all the cases are on the page. Click on one of the cases that you want to close.
For example, I click on the first case, which is the 00001027 case number, to mark it as closed.
Step-3: Click on the “Edit” button to mark it as closed.
Step-4: Change the “Status” field to the “Closed” value by selecting the option from the dropdown list. Then, click on the “Save” button.
You can see that the status of the case has changed to closed.
In this way, you can close the case in Salesforce Classic.
How to Close Multiple Cases in Salesforce
Sometimes, you need to close more than one case at a time. To do that, below are the steps:
Step-1: Log into your Salesforce account, click on the “App Launcher”, and search for “Cases” in the “Quick Find” Box. Or you can directly click on “Cases” from the “Navigation Bar”.
Step-2: After clicking on cases, the cases page opens. Here, you will see all the cases, now select the cases that you want to close by clicking on the “Checkbox” given next to each case.
After that, click om the “Mass Case Close” button given on the top right side.
Step-3: After clicking on the mass case close option, the mass case close option dialogue box is open. Select the “Status” as “Closed” and click on the “Save” option.
Step-4: To confirm the update changes, click on the “OK” button.
Step-5: After clicking on the ok button you can see that all the case’s statuses are closed and the open case page is empty.
In this way you can mass close the case in Salesforce Lightning.
How to Delete a Case in Salesforce
Sometimes, you can create a case by mistake, or you can create the same case multiple times. If you do this, or for any other valid reason, you may want to delete the case in Salesforce.
Below are the steps to delete the case in Salesforce:
Step-1: Click on the “App Launcher”, find and search “Cases” in the “Quick Find” box. Or directly click on the “Cases” from the “Navigation Bar”.
Step-2: Choose the case that you don’t want anymore and want to delete. Click on the “Dropdown” arrow next to the case that you want to delete.
You will get three options: edit, delete, and change owner. Click on the “Delete” option to delete the case. Again click on the “Delete” button appear on the pop-up.
Make a note of one thing: delete the case, remove the case from your system to the recycle bin; if you mistakenly deleted the case, restore it from the recycle bin.
In this way you can delete the case in Salesforce Lightning.
Mass Delete Cases Salesforce
If you want to delete multiple cases, you can delete them. Below are the steps to mass delete cases in Salesforce.
Step-1: Go to the “Setup” in Salesforce Lightning, search, and click on the “Mass Delete Records” in the “Quick Find” box.
Step-2: You will get the list of various objects whose records you can delete in bulk. Click on the “Mass Delete Cases” option to delete multiple cases at a time.
Step-3: You will get the list of all cases. Now select the cases that you want to delete by checking the checkbox. After that, click on the “Delete” button.
Step-4: It shows the list of all the cases that are deleted. If you want to delete the cases permanently, check the checkbox “Permanently Delete”.
In this way, you can mass delete the cases in Salesforce Lightning.
Conclusion
I hope you have understood what we mean by closed cases and deleted cases in Salesforce. I have also explained the steps of how to close the case in Salesforce and how to delete the case in Salesforce.
Additionally, I have explained how to mass close and delete the cases in Salesforce Lightning.
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I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.
