A Case (or a Service Request, or a Support Ticket) is a description of a customer's question, problem, or feedback. Cases can be used to track and solve customer support issues.
Your organization's support agents can create cases manually, usually upon receiving emails or phones from the customer. Or you can let your customers go to your external self-service portal to create and view their cases.
You can track notes, related knowledges (solutions), customer interactions with in a Case.
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