Just like with the Sales Hub app, the Customer Service Hub app contains specific Service entities, as well as shared entities. These Service-specific entities are as follows:
- Cases
- Queues
- Services
- Scheduling
- Knowledge Articles
We'll look at these entities in detail in the subsequent sections.
Cases
The Case entity represents an incident or a ticket that's been logged in the system as it relates to a customer. The system users create Cases to track a request, problem, or question from an existing customer. This entity is also the central point for tracking all future communications and actions that are performed while handling the request until completion.
Cases can also be automatically created from communication coming over email, or through integration with other systems.
The Cases that are tracked in the system can be in one of the following states:
- In Progress
- Resolved
- Canceled
The following screenshot shows a new Case form...