Overview of Case Management

Case Management is a functional area in the Fusion Service offering.

You may have customer interactions that stretch over time, or that involve multiple parties. You can use the case object to manage these types of interactions and relate them to other objects such as service requests. Case Management is enabled by default.

Fusion Service Functional Areas Used with Case Management

The following table shows the additional functional areas of the Service offering that can be used with Case Management.

Functional Area	Description
Action Plans	Associate action plans with cases to help facilitate a series of steps or a sequence of events that may be required to resolve a case.