Salesforce case management can be tricky at times.
But one best practice that is easy to remember–and will always build trust with your customers—is only close a case with the customer’s approval.
Once the case is resolved, ask the customer if it is OK to close it. They should be the one to tell you that it is resolved.
Even if it is obvious that the issue is resolved, the decision to close the case should be a mutual one made with the customer.
The customer will remember that you took the time to check with them. And at the same time you will build trust with the customer and create customer satisfaction too.
And that’s what Salesforce case management is all about: creating satisfied customers to grow the business.