In customer support, the customer case (or simply ‘case management’) is the primary, most essential entity.
A case is a means of capturing the details of a service, project,
transaction, or response to customer requests. As the customer reaches
out with a question or issue in need or resolution, a support agent will
create a new case. The case assists the agent in tracking all
activities, communications, and channels used in resolving the issue.
The case remains open, or in-progress, until a resolution has been presented to and accepted by the customer. Additionally, the case may
also be closed if the customer fails to take a necessary action (such
as accepting or rejecting a proposed solution) within an allotted time
With this definition in mind, case management is a natural extension,
coordinating the teams, technologies, and tasks across an organization
that each play a role in effective case resolution.