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Create and resolve customer service cases

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Create and resolve customer service 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 being 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 activites.

Figure 1. View all cases