Use the Service Request pages to record, track, and address customer requests for information or assistance. A service request holds all the relevant, detailed information about a particular service activity. You can also use the service request to capture additional information, such as solutions or activities required to resolve the service request. Service representatives can access all the relevant information about service requests in one location. To ensure that a service request record captures all service activity, the changes to records are tracked through an audit trail. For information about dealing with service requests, see Managing Service and Communications.