Create and resolve cases Customer service agents perform a variety of tasks as they work to resolve issues or problems for customers. A case is a record that a customer service agent uses to identify and resolve a question or an issue for an external customer. The customer service case is the primary entity of the customer service application. An agent creates a new case to identify a customer's question or issue and to track the activities related to resolving the issue. An agent also uses a case to track all of the communication to and from the customer, including the communication channels that are used. Case activities include any action that is taken to resolve an issue. This can include phone calls or emails, knowledge base research, conversations with subject matter experts, and dispatch requests to field service agents, as well as other activities. Figure 1. View all cases Customer service case timelineThe timeline provides a visual display of case activities at the top of the customer service Case form. Create a case from the Customer Service applicationCustomer service agents and agent managers can create a case from the Customer Service application.Create a customer service case from a chatIf a customer chat results in the need to open a case, create the case directly from the conversation.Create a case from associated entitiesCreate a new case from any of the entities that can be associated with a case.Assign a caseCustomer service agents and managers can open an unassigned case or a case that is assigned to another agent and assign the case to themselves.Propose a KB article as a case solutionAn agent can propose a knowledge base article as a solution and attach an article to a case.Create a work order for a caseA customer service agent can create a work order for a case.Close a caseA customer service agent can close a case at any time, except when it is in the Resolved state. Customer satisfaction surveysCustomers can complete a satisfaction survey when a case is closed. Customer service case formThe Case form displays detailed information about a customer issue or problem.