Hi Community,
I'm trying to understand how multi-channel customer interactions are tracked at the data model level in CSM.
I know that `sys_journal_field` stores the chronological history of comments and work notes on a Case — but it doesn't seem to capture the channel through which the customer reached out (email, chat, phone, etc.).
If a customer contacts support multiple times on the same case across different channels, where is that captured? Is there a specific table that records each interaction along with its channel?
For context, I'm looking to answer questions like:
- Did the customer first email in, then follow up over chat?
- How many channel switches happened before the case was resolved?
Any pointers to the right table or relationship in the CSM data model would be greatly appreciated!
