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Click the button. A panel will appear with four fields: Close Reason, Letters, Comments, and Change Case Status To. (The field for Letters will not initially be visible.)
Select the reason you are closing the case from the Radio button list in the Close Reason field. (See the Case the Case Close Reasons picklist Reasons picklist to edit the contents of the list.) This will cause the Comments field to be set to "Closed for the following reason:" followed by the name of the reason on the next line. It may also cause a Radio button list to appear in the Letters field. That list consists of every non-archived document template whose name contains the text in the Document keywords column of the selected reason in the Case Close Reasons picklist. If there is only one template in the list, the corresponding radio button will automatically be selected; otherwise, none of the options will be selected by default.
If there is more than one option in the Letters field, then if you wish, you may select a document to generate. This is generally used to generate the reject letter that accompanies the case closure.
If you wish, you may change the contents of the Comments field.
Depending on whether the case is soon to be closed or actually closed, select the appropriate option from the Change Case Status To field.
Click OK.
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