What must Universal Containers ensure before closing an original case?

The correct answer highlights the importance of ensuring that all Return Merchandise Authorizations (RMAs) and Field Service Requests (FSRs) are closed before closing an original case. This is essential because RMAs and FSRs are typically tied to the resolution of service issues or product returns. If these related processes are still open, it could imply that there are unresolved matters that may affect customer satisfaction or compliance with company policies.

Closing all relevant RMAs and FSRs before finalizing the original case ensures that all aspects of the customer’s issue have been fully addressed. It reflects a comprehensive approach to customer service, ensuring that the customer's needs have been fully satisfied and that there are no outstanding actions that could lead to future complications or dissatisfaction.

In contrast, focusing on the closure of related cases, customer feedback, or case escalation may not address the specific operational workflows that need to be completed prior to finalizing the original case. Each of these other elements can be important in a service process, but they do not directly ensure that all product or service-related issues the original case is connected to have been resolved.