Easily Resolve Cases with the Resolve Smart Action

The new Resolve Case Smart Action is a simplified and configurable way to close a Cases, including configurable resolution statuses, resolution outcomes, and a SmartText-enabled resolution summary.

The Resolve Case Interface

Once the Resolve Case action is completed successfully, the resolution fields (Resolution Outcome, Resolution Code and Resolution Description) will be automatically displayed on the Case Details UI.

Resolve Case provides case workers with a structured approach to closing a Case, ensuring that all closed Cases are documented and closed according to their organization's best practices and policies.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • The Resolve Case Smart Action is shown for cases with Status Type 'Active', 'Inactive' and 'Suspended'.
  • Administrators can configure the values for Resolution Outcome & Resolution Code using the following tasks in 'Setup and Maintenance':
    • Manage Case Outcomes and Resolutions for CRM
    • Manage Case Outcomes and Resolutions for Internal Helpdesk
    • Manage Case Outcomes and Resolutions for HR Helpdesk

Access Requirements

  • The Resolve Case SmartAction is available if the user has the SVC_EDIT_CASE_PRIV privilege.