Your application includes a set of predefined case types. A case is defined as a service case or a service request, which is a process that your staff performs to service your customers. Each case type contains one or more processes that you can extend to meet your business requirements. If you do not see an existing case type, you can create one during your planning process.
Case types, in the context of a customer service application, are used to define the work your customer is asking you to perform. Examples of case types include: Issue a Credit Card, File a Claim, and Open Up a New Account.