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 of resolution, a support agent creates 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 period.
With this definition in mind, case management is a natural extension, coordinating the teams, technologies, and tasks across an organisation that each play a role in effective case resolution.