use case related to customer service management cases getting resloved by ITSM

[Mayur Bute]

Need use cases 

[Community Alums]

Hi @Mayur Bute ,

Case Management with Incident Management Use Case Management along with Incident Management to restore service disruptions such as outages that impact one or more customers. Support agent can create an incident from case and assign it to the appropriate internal department/team responsible for supporting the impacted service. There are times when some of the internal departments/teams are customer facing and can directly work with the customer to resolve the reported issue. In such cases, there is no need to create a new incident. Instead, the same case should be transferred to the internal team member, who then can own the case and work with the customer towards the resolution. It is recommended to add a flag on the case to indicate it a technical case that adhere to Incident’s role in Service Management best practices.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Community Alums]

Glad to see my answer helped you, Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep