Question

All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases. What should you do?

Answer 1

To configure cases so that child cases inherit specific details from the parent case and the parent case remains open until all child cases are closed, set up case templates or rules for field inheritance and implement workflow or validation rules to enforce the closing conditions.

Step-by-step explanation:

To configure cases so that all child cases inherit the product, customer name, case title, and case type from the parent case, you will likely need to work with a customer relationship management (CRM) system or a case management tool that allows for case hierarchies and workflows. The specifics can vary depending on the software being used, but generally, you would:

1. Define a case template or set rules within the system that automatically inherit these fields from the parent case when creating a child case.
2. Implement a workflow rule that prevents closing a parent case until all related child cases are closed. This could involve a validation rule or a business process that checks the status of child cases before allowing the parent case to be closed.

It's essential to ensure that the system's access permissions and configuration support these operations securely and in line with your data governance policies.