Agents can now close the loop on a case once customer feedback has been submitted through the survey. Once the case rule is defined and the escalation criteria are defined, the case will appear in the care console.

Prerequisites

​​To access Close Loop Feedback, you would need Program Level Permissions. You will require Program Level View, Edit, and Delete permissions to gain access to it:

• View: Helps to view the feature.

• Edit: Helps to edit the feature.

• Delete: Helps to delete the feature.

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Close Looping of Cases

1. Go to Care Console (within Customer Feedback Management).

2. Then navigate to the drop-down from where you can access the cases. There are 4 buckets into which the cases will be categorised:

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   1. My Open Cases: It holds all the open cases. 

   2. My Escalated Cases: It holds all the escalated cases. 

   3. My Closed Cases: This section stores all cases that have been marked as closed. 

   4. All Cases: This section comprises all the cases that are present. 

3. Go to My Open Cases and select the case from there.

4. You can respond to the customer from the care console and then close the loop on the case by clicking Case Close.

5. Navigate to the CFM OLF form and fill in the following details:

   1. Fill RCA Details: You can fill in the details and provide the root cause analysis here.

   2. Was Issue Resolved: Select Yes or No if the issue was resolved or not.

6. Click Next to receive a notification confirming that the case has been closed.