When you've finished reviewing a case, you close it by making a decision on it. You do this from the case view page or the case list.
Closing a case from the case view page
- Click the Decision button in the top right of the case view page. This example shows a customer onboarding case.
- In the pop-up window select the case decision. The default options are:
- No risk - Accept
- Manageable risk - Accept
- Unacceptable risk - Reject
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- Enter a decision note and select Close case.
- You'll see a success notification.
- The case header is updated to show the case decision.
Closing a case from the case list
- Go to the case list page by clicking Cases in the top left.
- Find the case to be closed using the search or filters.
- Select the checkbox beside the case you want to close.
- When one or more cases are selected the Actions button appears in the top left.
- Open the Actions menu and select Case decision.
- In the pop-up window select the case decision. The default options for a Customer monitoring case are:
- No risk - Accept
- Manageable risk - Accept
- Unacceptable risk - Offboard
- Type in a decision note and select Close case.
- You'll see a success notification.
- The case stage column in the case list is updated to show the case decision.