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Cases, located in the Contacts section of Agent Desktop, are a useful way to keep track of agent interactions, including any related notes from multiple agents and any subsequent follow-up activities. The content of these interactions is available to anyone on your team, allowing collaboration on cases that may take longer to handle than average. By default, cases are emails; however, cases also may be created from chats or calls.

For more information about how to search for and add to cases, please see Cases in the Agent Guide.

Search for cases in Contacts

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