#Salesforcelive I'd like to understand some ways we might be able to use Incidents and other new objects with Cases?
Hi Graciela,
A common use case would be to use an Incident to represent a service outage or broader issue, while Cases represent the individual customers/users reporting that issue.
For example, if a service is unavailable, you could create one Incident and associate the related Cases with it. The support team can then track the overall incident s
eparately while continuing to manage each customer's Case and communication.
A Problem can also be used when you need to investigate the underlying root cause of recurring incidents.
The exact relationships and automation available depend on the Incident Management features enabled in your org.
