After a major case candidate is approved, what happens to the customer case?

• A. The customer case becomes a child case of the major case
• B. The customer case will be automatically closed
• C. The customer case becomes the parent case of the major case
• D. The customer case will automatically be related to a problem

Answer: (A)

When a major case candidate is approved, the system links the original customer case under that major case as a child. This creates a single parent case that represents the escalation, with related cases attached beneath it so all work, updates, ownership, and SLAs are centralized and coordinated in one place. The customer case remains open and is not simply closed or left as a standalone item; it becomes part of the major case's consolidated view. It isn’t just a casual relation to a problem record, because the intended workflow is to nest related cases under the major case to streamline resolution.