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 Create a case from the Customer Service Management applicationCustomer service agents and agent managers can create a case from the Customer Service Management application.Create a customer service case from associated entitiesCreate a new case from any of the entities that can be associated with a case.Assign a customer service caseAssign a case to yourself or to another customer service agent.Respond to a customer chat requestSelect a chat request from the chat queue and respond to a customer's question or comment.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.Propose a KB article as a customer service case solutionPropose a knowledge base article as a solution and attach the article to a case.Create a work order for a customer service caseCreate a work order as part of the case resolution process.Close a customer service caseClose a case at any time, except when it is in the Resolved state. Customer service case formThe Case form displays detailed information about a customer issue or problem.