Case
The Case DMO is a Data Cloud data model object (DMO) for support cases based on recorded issues, for example, a laptop connectivity problem. Provided in both the Sales and Service Data Kits.
Columns
| Name | Type | References | Description |
| Account | Varchar | A reference ID to the account where this contact is included or linked. | |
| Account Contact | Varchar | The reference ID for the account contact of the case. | |
| Assigned User | Varchar | A reference ID to the assigned customer support rep. | |
| Assigned User Object | Varchar | The assigned user object for the case. | |
| Case Category | Varchar | A reference ID to the category of the case. | |
| Case Closure Reason | Varchar | A reference ID to the reason the case was closed. | |
| Case Comments | Varchar | The comments for the case. | |
| Case Comments Relationship | Varchar | ||
| Case Creation Channel | Varchar | A reference ID to the channel where the case was created. | |
| Case ID | Varchar | A unique ID used as the primary key for the account contact DMO. | |
| Case Number | Varchar | A number assigned to the case. | |
| Case Priority | Varchar | A reference ID to the priority of the case, for example, high, medium, or low. | |
| Case Status | Varchar | A reference ID to the status of the case, for example, new, in progress, or closed. | |
| Case Support Work Hours | Varchar | A reference ID to the working hours of support. | |
| Case Type | Varchar | A reference ID to the type of case, for example, a question or a problem. | |
| Closed | Varchar | An indicator if the case is closed. | |
| Closed Date Time | Datetime | The date and time that the case was closed. | |
| Closed When Created | Varchar | An indicator if the case was closed when created. | |
| Created Date | Datetime | The date the record was created. | |
| Date Source | Varchar | A reference ID for the logical name for a system that is the source of records identified by external record ID. | |
| Data Source Object | Varchar | A reference ID for the logical name of the object where this record came from, whether that is a name of a cloud storage file or another connector’s external object. | |
| Description | Varchar | The case description. | |
| Email Messages | Varchar | The email messages for a case. | |
| Escalated | Varchar | An indicator if the case is escalated. | |
| Escalation Date | Datetime | The date the case was escalated. | |
| External Record ID | Varchar | A reference ID for an external data source system. | |
| External Source ID | Varchar | A reference ID for the system in which the external record ID was assigned. | |
| Individual | Varchar | A reference ID for the individual associated with the case. | |
| Internal Organization | Varchar | A reference ID to the business unit or other internal organization that owns the business account. | |
| Is Web Portal Visible | Varchar | An indicator if the web portal is visible. | |
| Last Modified Date | Datetime | The date when a user last modified the record. | |
| Name | Varchar | The name of the case. | |
| Origin | Varchar | The origin of the case. | |
| Parent Case | Varchar | A reference ID to an associated parent case. | |
| Service Entitlement | Varchar | A reference ID to the customer’s support level, for example, phone or chat support only. | |
| Subject | Varchar | A short description of the case. |