Case records and standard fields
Key Takeaway
A case's standard fields describe the issue, who owns it, how it arrived, and how far along it is.
A case is a record that tracks a customer's question, feedback, or issue until it is resolved. Cases are the backbone of Agentforce Service (formerly Service Cloud). Service reps use them to work with customers, and sales reps can use them to track issues during the sales process.
What a case record stores
A case record stores the case's progress and its links to related records, such as the contact, account, and asset. Whether a user can see or edit a case field depends on page layout and field-level security settings.