It’s Time to Close the Case: A Lightning Experience Limitation

Salesforce users, you’ve likely encountered a common hurdle in the Lightning Experience: the absence of a straightforward “Close Case” button. In the Classic interface, this button led to a specialized page, displaying only close statuses and essential fields. However, in Lightning, this functionality is missing, leaving many of you searching for a workaround.

Understanding the User Feedback

The Salesforce community has voiced its concerns. Users find it disappointing and inefficient to lack a quick, intuitive method to close cases in Lightning, especially when Classic offered this feature seamlessly. The need for a simple and effective solution is evident, as closing customer issues promptly is crucial in service management.

Salesforce's Response

Salesforce acknowledges the gap and the valid need for this feature. However, due to the significant engineering effort required, its implementation in the next two releases is not feasible. It remains on the roadmap, with updates promised as progress is made.

Crafting a Workaround

While we await Salesforce’s update, let’s explore a practical workaround to bridge this gap. Here’s a step-by-step guide to create a makeshift “Close Case” button in Lightning:

  1. Create a Quick Action: Navigate to the Object Manager in Salesforce Setup. Select the Case object and create a new Quick Action. This action should mimic the “Close Case” functionality.
  1. Design the Layout: Customize the layout of this Quick Action. Include all necessary fields that your team requires to close a case effectively.
  1. Predefined Field Values:  You can use the Predefined values section to streamline filling out the Case Close Quick Action. In this example, the Status has a predefined value to set it to “Closed”.
  1. Add to Lightning Experience: Once your Quick Action is ready, add it to the Case Page Layouts in the Lightning Experience. Ensure it’s easily accessible for your team.
  1. Test and Iterate: Like any new process, it’s crucial to test this workaround. Gather feedback from your team and make adjustments as needed.

NOTE: If you need to filter the Case Statuses available for selection in the Quick Action, this process should be built using a Screen Flow.

Stay Informed and Empowered

For more insights and innovative solutions in the Salesforce ecosystem, don’t forget to check out SOLVD. As a dedicated Salesforce consulting firm, SOLVD is committed to providing top-tier, cost-effective solutions that defy industry norms.

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