There will be times, we all need to close a case in Salesforce. And here, I will explain how to close the case in Salesforce. We will also discuss, how to shut down a case in Salesforce.
Recently, I was working in Salesforce, where we got a requirement to close a case in Salesforce. So, in this blog, I will also explain, how to close a case in Salesforce.
- How to close a case in Salesforce
- How to close a case in Salesforce lightning
- How to close a case in Salesforce Classic
- How to close multiple cases in Salesforce
- How to shut down a case in Salesforce
How to close a case in Salesforce
Case in Salesforce is the substructure of the service cloud and it is used to trace customer injuries and issues. The case is usually used to trace and control issues, questions, and feedback from customers.
Now let’s understand how to close the previously created case with the help of a scenario.
Suppose, there is a Fannie Mae company that is based in Washington, USA. They created new cases and allocated these new cases to the case team and the support agent. And now they want to close the case of the customer whose issues are resolved.
So, let’s see how they are closing the case. If you want to learn how to close a case in salesforce follow these steps:
- Login into the salesforce account, click on the App Launcher then click on the sales that are present inside the App Launcher.
- After clicking on Sales, there is a nav bar where all the objects are present. Here we are selecting the case object.
- After selecting the case object, the case object page is open where all the created case in salesforce is present
- Click on one of the created cases in salesforce. The case page is open, click on the Edit option that is present behind the Follow option.
- The Edit page is open where we can edit our case. Click on the Status drop-down option and you can see that lots of options are shown.
- Now click on the closed option that is present under the Status option. After that click on the Save button.
- After saving the case, again click on the case option that is present in the nav bar. The cases page is open and now you can see that the case status is closed.
Now, let’s move ahead and see how to close a case in Salesforce. We will explore both the salesforce experiences: Salesforce lightning and Salesforce Classic.
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How to close a case in Salesforce lightning
Above, we explain how to close a case, But now we see how to close a case in salesforce lightning. So for this, login into the salesforce lightning account.
So, if you want to learn how to close a case in salesforce lightning follow these steps:
Step-1: Login into the salesforce account, click on the App launcher, and then search the sales in the Quick Find Box after that click on the Sales that is present inside the App launcher.
Step-2: After clicking on Sales, there is a nav bar where all the objects are present. Here we are selecting the case object.
Step-3: After clicking on cases the Cases page is open and we can see that all the cases are seen on the page. Click on one of the cases which we want to close.
Here we are clicking on the first case which is 00001026 case number, Click on it.
Step-3: After clicking on the case page is open, Click on the edit which is present beside the follow option.
Step-4: After clicking on the edit option a case 00001026 dialogue box is open where we can change the status of the case from New to close.
And we can also fill the contact name as Orlando Bartell MD and the account name as Rau Harley.
After selecting the closed status, click on the save option and our case is saved.
Step-5: After saving the case, again click on the case object that is present in the nav bar. The Cases recently viewed page is open inside this page we can see all the cases that we have previously created.
And we can also see that case that we have recently closed, and the status of case 00001026 is closed and the remaining case’s status is the same.
This is how we understand how to close a case in salesforce lightning. Further, we will learn how to close a case in salesforce Classic.
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How to close a case in Salesforce Classic
Above, we are creating a case in salesforce lightning. Here we are closing a case in salesforce classic. So, if you want to learn how to close a case in salesforce classic follow these steps:
Step-1: Login into the salesforce classic account, then click on the setup and select the case object that is present in the nav bar.
Step-2: After clicking on cases the Cases page is open and we can see that all the cases are seen on the page. Click on one of the cases which we want to close.
Here we are clicking on the first case which is 00001027 case number, Click on it.
Step-3: After clicking on the case page is open, Click on the edit which is present beside the follow option.
Step-4: After clicking on the edit option a case 00001027 dialogue box is open where we can change the status of the case from New to close.
And we can also fill in the contact name as Maria Reinger and the account name as Lind, Schiller, and Haag Fabric Mender Corp of America.
Step-5: After selecting the closed status, click on the save option and our case is saved.
Step-6: After saving the case, again click on the case object that is present in the nav bar. The Cases recently viewed page is open inside this page we can see all the cases that we have previously created.
And we can also see that case that we have recently closed, and the status of case 00001027 is closed and the remaining case’s status is the same.
In this way, we understand how to close a case in salesforce classic. Further, we will learn how to close multiple cases in salesforce.
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How to close multiple cases in Salesforce
Here we are understanding how to close multiple cases in salesforce. So, if you want to learn how to close multiple cases in salesforce follow these steps:
Step-1: Login into the salesforce account, click on the App launcher, and then search the sales in the Quick Find Box after that click on the Sales that is present inside the App launcher.
Step-2: After clicking on Sales, there is a nav bar where all the objects are present. Here we are selecting the case object.
Step-3: After clicking on cases the Cases page is open and we can see that all the open cases are seen on the page.
Step-4: We want to close all the open cases, select the check box of all the cases and click on the Mass Case close option.
Step-5: 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-6: After selecting the save option, the perform action dialogue box is open, click on the OK button.
Step-7: After clicking on the ok button you can see that all the case’s statuses are closed and the open case page is empty.
Step-8: The cases we are closed recently are shifted to the All Closed Cases page and the status of these cases are shown as closed.
So, with this, we understand how to close multiple cases in salesforce.
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How to shut down a case in Salesforce
Here we are understanding how to shut down the case in salesforce. So, if you want to learn how to shut down the case in salesforce follow these steps:
Step-1: Login into the salesforce account, click on the App launcher, and then search the sales in the Quick Find Box after that click on the Sales that is present inside the App launcher.
Step-2: After clicking on Sales, there is a nav bar where all the objects are present. Here we are selecting the case object.
Step-3: After clicking on cases the Cases page is open and we can see that all the cases are seen on the page. Click on one of the cases which we want to close.
Here we are clicking on the first case which is 00001028 case number, Click on drop-down arrow. The edit option is shown click on edit.
Step-4: After clicking on the edit option a case 00001028 dialogue box is open where we can change the status of the case from New to close.
And we can also fill the contact name, as John Willms and the account name as USAtheron42.
After selecting the closed status, click on the save option and our case is saved.
Step-5: After saving the case, again click on the case object that is present in the nav bar. The Cases recently viewed page is open inside this page we can see all the cases that we have previously created.
And we can also see that case that we have recently closed, and the status of case 00001028 is closed and the remaining case’s status is the same.
In this way, we have learned about how to shut down the case in salesforce.
Conclusion
In this tutorial, we have learned how to close the case in salesforce, and also we have covered how to shut down the case in salesforce. This can be performed on both salesforce lightning and salesforce classic.
- How to close a case in Salesforce
- How to close a case in Salesforce lightning
- How to close a case in Salesforce Classic
- How to close multiple cases in Salesforce
- How to shut down a case in Salesforce
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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.