Cases are issues that are raised by customers. The reason Cases are so important is that they are a primary means of resolving customer issues and keeping clients satisfied. These issues can range from basic questions to technical issues with a product.
You are a customer service rep at XYZ Widgets. You get a call about a mechanical issue from one of your customers. You will need to create a case to log the issue. We will look at how to deal with this use case, and then explore how to create escalation rules and how customers submit cases through the web, as well as through email, that may end up in your queue.