-used to record interactions with Customers when they ask for help or advice: ie. Sales or Support
-A Case can be created, updated when a User is working on it, assigned to a colleague and closed when resolved
-At each stage of the Case the User can track and update the incoming and outgoing conversation thread so a clear record of what has occurred is registered in the CRM.
-Cases can be related to individual records such as Accounts, Contacts and Bugs.
|5||Modified By Name||Relationship - Users|
|6||Created By||Relationship - Users|
|8||Assigned To||Relationship - Users|
|10||Type||Drop Down List|
|11||Status||Dynamic Drop Down List|
|12||Priority||Drop Down List|
|14||Account Name||Yes||Relationship - Accounts|
|17||State||Drop Down List|
|18||Case Updates Threaded||function|