A Case is simply a task associated to a contact.
For example, you can create a case for a customer, John Smith, and track the progress of the case by marking it New, In-Progress, Done or Deferred.
1. On the main page, click Others, then Tasks & Cases.
2. On the Tasks & Cases page, click on the New Case button (If you’re creating or editing a contact, you can also go directly to the Cases tab instead).
3. Enter the necessary details. You need to assign the case to a contact, define the case’s visiblity, status, priority, and due date, and/or assign a team member to handle the case.
4. Click Save.
5. You can also get Email Alerts on cases. Select Settings on the top header, go to tab, then specify which email alert you want to receive.