Amazon Connect Cases

Amazon Connect Cases enables your customer service organization to track, collaborate, and resolve customer cases.

A case represents a customer's issue. It is created to record the customer's issue, the steps and interactions taken to resolve the customer's issue, and the outcome.

Without doing any integration work, you can enable Cases for your contact center. You can set up cases to be created when contacts come in, and collect information from the customer to display on the case. Alternatively, agents can manually create cases. When an agent accepts a contact, they have context about an issue and can immediately start solving it. You can create tasks to track and route follow up steps to resolve the case.

The following image shows an example case as it appears in the agent application.

Getting started with Cases

We recommend reviewing these topics to help you get started:

• Enable Cases

• Assign permissions

• Create case fields and case templates

• Set up case assignment

• Use Cases in the agent application

• Cases block

• Case event streams

• Cases quotas