SAP Knowledge Base Article - Public

3099197 - How to Set the Case as Completed in C4C and Answer the SAP Satisfaction Survey

Symptom

  • How to complete a support case
  • How to complete a support case in C4C Product
  • Where is the 'Complete' button 
  • 'Complete' button is missing
  • How to close a case
  • Can't close a case I created
  • How to confirm a support case
  • Why can't I find the 'Close' button on my case?
  • Cannot see the 'Close' button

Environment

  • SAP Cloud for Customer
  • SAP Sales Cloud
  • SAP Service Cloud

Resolution

  • SAP Support cannot manually complete a case; only customers have this option.
  • The login user ID must have the Administrator work center assignment authorization. 

To complete a case, please follow these steps:

  1. Go to the Administrator Work Center
  2. Select the Cases view
  3. Open the report Case
  4. Click on Edit
  5. Select the field Action and mark it as Complete (if this option is not available, it may be necessary to click the button Take Over button first) and click Save.

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​Delighted to remind:

After the case status changes to 'Complete' and is saved, the following message will appear: "You will now be navigated to the SAP Support Satisfaction Survey. Click OK to confirm. Else click Cancel".
Once click on OK, the survey will pop-up via SAP Qualtrics (refer to the attached screenshot below).

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Screenshot_survey.png

For the survey, kindly notice the following important points:

  • The question "Please indicate how much you agree with the following statement: SAP made it easy for me to handle my issue." in the survey form pertains to the assistance provided by the support engineer in the relevant case and shall be employed to assess our work.
  • Currently, the C4C system permits the completion of one survey per case, which becomes accessible upon case closure.
  • While not obligatory, free text field inputs are greatly valued and appreciated. Such comments will facilitate a better understanding of the experience and address any potential concerns.

Keywords

Close Incident; Close Case; Feedback; CFI; Customer Satisfaction; Survey; , KBA , LOD-CRM-ADM , Administration UI , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions