Case vs Incident Management

[Mahira]

Hi all,

I would like to understand why case management is used in Customer Service Management. What is the senitiment of using case instead of incident?

All   that can be achieved using case can also be done using incident management as well in my opinion.

Could some one help me in understanding this better?

Thanks a lot in advance.

Tagging danreinhardt

Regards,

Mahira

Message was edited by: Mahira Rahman

[borisd_]

Hi Steven,

Thanks for the explanations.

Actually, like another one here said : "Segregation is the key."

Best Regards,

Boris