thinQmaster Virtual testing partner Adaptive practice exams that find your weak spots and drill them. Every answer explained. From $69
Enroll

thinQmaster

Find your exam

Five questions free, before you decide.

Step 1 · choose a vendor

In one of our camps? Your practice exams come with the tuition — they are on your study page already.

Business Platforms & EA · Foundational

Case

Standard object tracking a customer question, issue or feedback through resolution.

Definition

Cases are created by agents, web forms, email, chat, messaging and agents like Agentforce Service Agent. Support processes define statuses, and assignment, escalation and auto-response rules automate handling.

Exam tip

Know case channels and which automation applies to each.

Related terms