From AgileApps Support Wiki
The Cases object is a system object that provides the foundation for Case Management solutions. Case types are implemented as Child Objects, which allows them to inherit the functionality that is built into the Cases object.
Some of the major features of the Cases object include:
- Service Level Agreements (SLAs) - The ability to specify service level objectives and escalation procedures to help meet those objectives.
- Channels - The ability to carry on case-related communications via Email.
- Service Portal - Giving customers the ability to create and track their cases online, with options to create a Knowledge Base and/or support Community interactions.
- Customer Satisfaction Surveys - An automated system for checking in with customers to ensure that their cases are resolved.