The cases application is a central location used to manage problems or issues that your customers incur. You are able to document the details of their problem, and manage all of the activities related to the resolution of the issue, and the notification of the customer once the issue has been resolved.

Case Creation

Case Conversion

Left Navigation

Configuration Features

  • Collaboration
  • Customize App
  • Email to Case
  • Message Template
  • Numbering
  • Priorities
  • Quick Links
  • Reports
  • Security
  • SLA’s
  • Statuses
  • Types
  • View Column Sets
  • Views
  • API


  • Generate Case Report
  • Cases by Customer
  • Activities Reports
  • Cases by status
  • Cases by type
  • Cases by priority
  • Cases by Assignee
  • Inflow Trend of Cases
  • Historical Resolution Lead Times
  • Cases approaching Need by Date
  • Cases past Due
  • Cases Created
  • Cases updated by customer
  • Case received/updated by customer
  • Cases updated by Employee
  • Cases deleted without update
  • Cases handled by the Employee within the SLA
  • Cases Transferred within a Team
  • Cases transferred outside a Team
  • Cases transferred back to Team
  • Email Messages
  • Employee Login History