Auto-Close Support Cases Using Salesforce Flows : Bijay Kumar
by: Bijay Kumar
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### Summary of Auto-Closing Support Cases in Salesforce In Salesforce, customer support agents often wait for responses from customers, which can leave cases open for too long. To streamline this process, a service manager decided to automate the closure of cases that have been in the "Waiting for Customer Response" status for more than 5 days. To achieve this, a Scheduled Trigger Flow was created in Salesforce. This flow automatically checks for cases every day and closes those that haven't received a customer response within the specified timeframe. ### Key Steps to Implement the Automation: 1. **Create a Scheduled Trigger Flow**: Navigate to the Flows section in Salesforce setup, select "New Flow," and choose "Schedule-Triggered Flow." 2. **Set Schedule**: Define the start date, time, and frequency (daily, weekly, etc.) for the flow. 3. **Identify Cases**: Use a formula to calculate how long cases have been in the "Waiting for Customer Response" status by referencing the Last Modified Date. 4. **Retrieve Records**: Add a "Get Records" element to filter cases based on their status and the calculated days. 5. **Update Records**: Use an "Update Record" element to change the status of qualifying cases to "Closed." 6. **Save and Debug**: Save the flow, debug it to check for errors, and then activate it. Once activated, the flow will run automatically according to the schedule, ensuring that only active cases remain open for agents to manage. ### Conclusion This automation helps maintain a manageable case load for service agents, allowing them to focus on current issues rather than lingering cases. ### Additional Context Automating case management in Salesforce not only improves efficiency but also enhances customer service by ensuring timely follow-ups and resolutions. ### Relevant Hashtags for SEO #Salesforce #CustomerSupport #Automation #SalesforceFlows #CaseManagement #ServiceAgents #TechTips #CRM #BusinessAutomation #SalesforceTutorials
In Salesforce, our service agents handle customer support cases. Sometimes, after replying to a customer, they wait for the customer to respond. However, if the customer doesn’t reply, the case remains open for an extended period.
To avoid keeping these cases open for too long, the service manager wants to automate the process of closing any cases that have been in “Waiting for Customer Response” status for more than 5 days.
To fulfill this requirement, I created a Scheduled Trigger Flow in Salesforce that automatically checks such cases every day and closes them if no customer response is received within the 5-day period.
In this article, we will learn about how to auto-close support cases using Salesforce Flows.
Auto-Close Support Cases Using Salesforce Flows
Now we will understand how to automate the process of closing cases that have been in “Waiting for Customer Response” status for more than 5 days.
In the screenshot below, you can see open cases that have been in the “Waiting for Customer Response” status for a long time without any reply from the customer.
When these cases stay open for too long, the number of open cases keeps growing, and it becomes harder for agents to focus on the active ones.
To fix this, we created an automation in Salesforce that will close these cases automatically if no response is received from the customer within 5 days.
I will now explain the flow and demonstrate the proof of concept for the working flow.
Navigate to the setup, and in the Quick Find box, search for ‘Flows’ under Process Automation.
In the flows setup window, click on the button New Flow. Select the option Schedule-Triggered Flow, and click Create.
Select the Start Date and Start Time for the schedule of the trigger flow. After this, select the frequency from the options: Once, Daily, or Weekly.
To identify cases that have been waiting for 5 days or more, we can create a formula that calculates the number of days since the case was last updated.
We will use the Last Modified Date field to find out how long the case has been in the “Waiting for Customer Response” status.
If the calculated days are greater than or equal to 5, then the case will be included for auto-close.
To create a formula in Flow Builder, click on “New Resource” in the Toolbox. Then choose “Formula” from the Resource Type dropdown. After that, provide the API Name and select the data type.
Here, we will select Date as the Data Type because we want to return the date as output.
Next, we need to retrieve all the cases stored in the Case object. To achieve this, we need to add the Get Records element and enter a Label and API Name.
Then, to filter the case records, add the conditions as given below:
- Status – Equals – Waiting For Customer Response.
- Lat Modified Date – Equals – From_5_Days_Before (Formula Resource).
Next, add an Update Record Element and provide a Label and API Name. Using this, we will update the record status.
After adding the update record element, we need to set field values for the record. We want to update the case record by adding the Status field and then assigning the Closed value.
Now we are ready to save the flow. To do this, click the Save button, provide a flow Label, and the API Name will be automatically populated.
After that, always debug the flow before activating it to ensure that the working flow is correct and that there are no runtime errors. Then activate the flow.
Now, based on the schedule we set in our flow, it will run automatically at the chosen time and frequency.
When the flow runs, it will look for all cases that match the conditions we defined — for example, cases in the “Waiting for Customer Response” status for 5 days or more.
In the screenshot below, you can see open cases that have been in the “Waiting for Customer Response” status for a long time without any reply from the customer.
After the flow is triggered, you can see that all cases that were in “Waiting for Customer Response” status for more than 5 days have now been automatically closed.
This ensures that the case list only contains active cases, making it easier for service agents to focus on the issues that still need attention.
Conclusion
I hope you now have a clear idea of how to auto-close support cases using Salesforce Flows.
In this guide, we saw how to identify cases that have been waiting for a customer response for more than 5 days, and how to use a Scheduled Flow to close them automatically.
You may like to read:
- Auto-Assign Records to Users Using Salesforce Flows
- Create a Scheduled Path in Salesforce Flow
- Auto-Assign Records to Users Using Salesforce Flows
The post Auto-Close Support Cases Using Salesforce Flows appeared first on SalesForce FAQs.
August 08, 2025 at 04:01PM
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The original post is available in SalesForce FAQs by Bijay Kumar
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