A “case” can be defined as any project, transaction, service or response that can be “opened” and then “closed” over a period of time. A case generally is utilized to achieve a resolution to a problem, claim, request, proposal, development or any other complex activity.
Usually, multiple people inside & outside organization would have an access to a case inside and outside of the organization, with varying relationships to each other.
Additionally, cases can contain multiple documents and messages. Thus, a case is a reliable tool for sharing documentation while keeping in touch constantly communicating with colleagues and customers.
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