Customers service agents and managers can create and route cases; manage customer information and interactions; monitor case activity, including case status and SLAs; and work to resolve customer issues.

Table 1. Manage customer service cases

Topic	Description
Manager tasks	Oversee agents and agent groups, assign cases, manage customer account teams, and maintain tools such as special handling notes.
Agent tasks	Create cases and case tasks; interact with customers, requesters, and agents; and work to resolve and close cases.