How to Close a Case in cb Engage

Users can mark a case as closed by using the Case Status field. As an admin, you can determine a single value or multiple values that indicate whether a case is in the closed state by mapping the values to inactive.

Best Practices When Closing A Case

When closing a case record in Casebook, there are a few best practices. 

  • As users update the Case Status to Closed, it is recommended that users also provide an end date for any involvements and open services. 
    • To end an involvement on a case record, navigate to the People section. Select the Options menu, then select End Involvement on a Case. Finally, enter in the end data and the outcome then select Save.


    • To end a service on a case record, navigate to the Services section. Select the Options menu, then select End.