When a customer contacts your organization, a CSR opens a case and enters information about the customer and the customer's issue.
CSRs can simplify tracking of cases by associating related cases as parent-child cases. For example, a customer reports an issue that needs coordination with other teams. You can create child cases to track the individual work items and assign the cases to the individuals. And, create a parent case to track the progress of the customer-reported case and any communication done with the customer. More information: Define settings for parent and child cases (Customer Service)
If the person who opens the case isn’t the one to resolve it, the case can be assigned to a queue or to another CSR. By logging activities and time spent on a case, a manager can track performance and productivity. Open and resolved cases can be searched. A resolved case can be reopened so that additional activities and time can be logged against it, if necessary. More information: Create and manage a case (Customer Service)