Understanding Customer Service Object Relationships

Let's dive into each of the Customer Service objects and discuss them in more detail. We'll start by presenting a model of how the various Customer Service objects can be associated with one another.

Figure 9.1 illustrates the relationships between the Customer Service objects. At the bottom of the figure we see that each Contract must be based on a Contract Template. In the main area we see that each Case can (but isn't required to) be associated with a single Contract and possibly a single Contract Line Item. Each Contract and Contract Line item can be associated with a single Product. Or, the Case can be associated with the Product directly. Okay, so what does it all mean? We'd better look at each object in more detail.