Final answer:
In a CSM system, a case in a resolved state is usually closed by the service representative or an authorized manager, though some systems may allow the customer to close the case as well.
Step-by-step explanation:
In a Customer Service Management (CSM) system, the capability to close a case when it is in the resolved state can vary depending on the specific system's protocols and the designated user permissions. However, typically, the individual who has the authority to close a resolved CSM case is either the customer service representative who has been handling the case or an authorized manager who oversees the customer service operations. In some instances, a CSM system may also allow the customer to confirm resolution and close the case. It is essential to check the company's specific CSM policies and user privileges to identify who can perform this action.
When a CSM (Customer Service Management) case is in the resolved state, it can be closed by the customer or the support agent. Both parties have the ability to close the case once it has been resolved to their satisfaction.
For example, if a customer contacts customer support with a problem and the support agent successfully resolves the issue, the customer can then close the case. Similarly, if a support agent contacts the customer with a solution and the customer confirms that the issue is resolved, the support agent can close the case.