Closing A Case
Complete the following steps to close a case once resolved. Any disposition (child) case will require a case resolution before it is closed. An error will populate if disposition case is closed without a Resolution Note being selected.
Note: How you close a case determines which screen you see. If you attempt to close using the “Close Case” button, you receive a pop-up, and if you close the case using the edit button you see the same fields that are required but laid out in a different way. The effective date field is used in some Proactive Notifications that go to a customer.
To view email and SMS verbiage for each case resolution reason, see the appropriate Line of Business Case Resolution tab in the Proactive Notification and Case Resolution Notification Verbiage (Multi LOB) spreadsheet. \
Step 1:
Once resolution has been provided to the Contact or Employee, apply comments and save.
Locate the "Close Case" box on the appropriate case and click.
Step 2:
The user will need to select the appropriate Line of Business for the case.
Step 3:
Note: It is important for the user to select the right Resolution Note value. If there are multiple Resolution Notes that apply: Other would be an appropriate selection in the Resolution Notes will have the Resolution Note types. The Resolution Note Type choices correspond to the Line of Business. Select the correct Resolution Note type for the case
Note: Ensure all parts of the case are closed by reviewing the Case Hierarchy.
Review the Case Status under details to confirm the case is now showing "Completed".
Note: If a Benefits Counselor mistakenly closes a case, ask TL/Supervisor to create a Workpiece referencing previous case detail (provide case number that was mistakenly closed and include Contact name and last 4 SSN in email).
Note: If the case was closed by the research team and there is still an outstanding question, Benefits Counselor will open a new case with outstanding question & select the "Repeat" check box to indicate high priority