Closing a Case

Closing a Case — Step 21 (Closure Rules & Surveys)

Internal Training • Close correctly so the client survey triggers and SLA reporting stays clean

Outcome: closures are complete, auditable, and trigger surveys correctly

Closure is a compliance action

A Case may only be closed when work is complete, references are captured where applicable, the solution is written clearly, and the closure date/time is accurate to the minute.

Step 21 — Close the Case correctly

This follows your SOP exactly: Edit → Date Case Closed + time → Solution → Status Closed → Save

Closure steps (in order)
›
  • Open the case and click Edit
  • Set Date Case Closed using the calendar and capture time to the minute (use system time)
  • Complete the Solution clearly (what was done, outcomes, references, next steps if any)
  • Update Status to Closed (only if fully resolved)
  • Save
Quality standard: Another staff member must understand the final outcome without calling you.
What must be in the Solution field
›

Solution is your closure audit note. It must include:

  • What action was completed
  • Any reference number / proof / submission confirmation
  • Outcome for the client
  • If relevant: what to monitor next and when
Bad solution: “Done.”
Good solution: “Submitted BO update on 10 Jan 2026; ref BO-77821; confirmation saved; client notified via email; no further action.”
Client survey rule (system controlled)
›

Client surveys are automatically triggered on case closure. Employees must not edit or interact with the Client Survey section. That section is for system-generated feedback only.

Rule: Close correctly → survey triggers correctly → performance feedback remains trustworthy.

Mini Quiz — Closing

1) When can you set status to “Closed”?

2) Date Case Closed must be accurate to the minute because:

3) Who controls the Client Survey section?

Nkwali Compliance Consultants • Internal Training
Zoho Cases • Closing (Step 21)
Previous Topic
Back to Lesson