Creating close rules

You can use the Process Builder to create close case rules that are based on the specific parameters. When these rules are applied, the cases are closed automatically based on the rule criteria.

  1. Access the Active Cases report.
  2. Select Process Builder > Close Rules.
  3. To modify an existing rule, select the rules from the list, make the changes on the Properties tab, and then click Update.
  4. To add a new rule:
    1. click Add.
    2. Select Enable to make the rule active.
    3. Specify the rule priority.
    4. Select and configure the applicable fields.
    5. Specify the close action.
    6. Click Update.