What happens when a major case candidate is approved?

• A. A major case is created
• B. The case is closed
• C. The major case is deleted
• D. Nothing happens

Answer: (A)

When a major case candidate is approved, the system creates a dedicated Major Case record to capture and manage the high-impact issue. This starts the formal workflow for escalation, assignment, and tracking with appropriate visibility, SLAs, and milestones. Approving the candidate signals that the issue meets the threshold for major handling, so it moves into the active major-case process rather than remaining as a candidate, being closed, deleted, or doing nothing.