How is the channel (email, chat, phone) captured for customer interactions on a Case in CSM

[sowmithrira]

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!

[Mark Manders]

You are a ServiceNow Employee asking the Community how Interactions/Case is related. Why isn't that in internal documentation? Isn't this the baker asking the customer what ingredients are in rye bread?