Why Use Cases; What’s in It for Me?

A service case record (also called an incident record) is a building block of any process geared toward issue resolution. That issue may be a service or support incident, a warranty repair, a help desk question, or a return merchandise authorization (RMA). Case records have several key features that make them work very well in this area:

1. Each case has a unique identifying number.

2. Each service case can be linked to a service contract and an associated contract line to track work delivered on service agreements.

3. Each case can roll up multiple individual activities into a single billable-time activity.

It is important to understand that case records can be modified and configured with additional fields, data relationships, and processes that meet your organization’s requirements.