At the core of the Service Cloud in Salesforce CRM is the case-management functionality, which is used to track and record activities dealing with customers, service, and support automation. Case records, in Salesforce, are associated with contacts and/or accounts.
A case record in Salesforce is the detailed record of an interaction with a customer and could include an issue, receiving feedback, or answering questions.
Cases can be used to manage, respond to, and serve your customers, especially if they are experiencing issues. Cases can be entered manually by the support or sales team clicking the New button within the Cases tab after, say, a phone call or email to or from a customer.
You can also set up more complex Web-to-Case and Email-to-Case functionality that automatically creates and updates responses from customers using emails and from your organization...
