This activity is used to create a case by a customer user. A case is being used to report a complain, fault or a concern regarding any customer related business object. When creating the case user can select a related Business Object Type and the respective business object, a Support Key, if available, and relevant Case Category.Leave the Title & description filled up by the Case Category or modify them as required.
As a result of this activity a new case is created and either queued in the contact center or dispatched to a respective support organization.