Service Cloud Overview Data Model
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Entities and relationships that are relevant for and used by support agents when providing the support, which customers are entitled to, through activities, collaborating with teams, providing solutions and sharing knowledge articles, while meeting case milestones. For incidents and problems, support can swarm the cases for broad engagement.
Account, Account Contact Relation, Asset, Case, Case Article, Case Comment, Case History, Case Milestone, Case Related Issue, Case Solution, Case Team Member, Case Team Member Role, Category Data, Category Node, Contact, Contact Request, Contract Line Item, Email Message, Entitlement, Entitlement Contact, Incident, Incident Related Item, Issue, Knowledge Article, Knowledge Article Version, Milestone Type, Parent, Problem, Problem Incidents, Problem Related Item, Product, Related Issue, Related To, Service Contract, Solution, Source, Swarm, Swarm Member, User