--- schema_version: "1" id: e030e80c56741e96645196a8ba959e3c40d0fd9beb8d50956885e9ea2fb02847 title: Case DMO collection: developer version: current locale: en-us portal_url: https://docs.salesforce.com/developer/current/en-us/data-cloud/data-cloud-dmo-mapping/guides/dmos/c360dm-case.md canonical_url: https://developer.salesforce.com/docs/data/data-cloud-dmo-mapping/guide/c360dm-case.html source_site: developer.salesforce.com content_type: documentation content_hash: e9091e505bd73f1afe71be7c7a0a271377d95ca303d8f1bac60a5b677d1c25ce products: - Data 360 DMO and Mapping Guide - Data 360 Developer Documentation --- # Case DMO The Case DMO represents support cases based on recorded issues, such as a laptop connectivity problem. ## Object API Name `ssot__Case__dlm` ## Category Engagement ## Primary Subject Area Case ## Primary Key Case ID (`ssot__Id__c`) ## Relationships | Object | Field | Cardinality | Related Object | Related Field | Data Bundle | | ------------- | ----------------------- | ---------------- | ----------------------------- | ------------------ | -------------- | | Agent Work | Related To | Many To One: N:1 | Case | Case Id | Service | | Case | Account Contact | Many To One: N:1 | Account Contact | Account Contact ID | Sales, Service | | Case | Account | Many To One: N:1 | Account | Account ID | Sales, Service | | Case | Assigned User | Many To One: N:1 | User | User ID | Service | | Case | Case ID | Many To One: N:1 | Device Application Engagement | Case | Sales | | Case | Case ID | Many To One: N:1 | Email Engagement | Case | Sales | | Case | Case ID | Many To One: N:1 | Message Engagement | Case | Sales | | Case | Case ID | Many To One: N:1 | Product Browse Engagement | Case | Sales | | Case | Case ID | Many To One: N:1 | Shopping Cart Engagement | Case | Sales | | Case | Case ID | Many To One: N:1 | Web Search Engagement | Case | Sales | | Case | Case ID | Many To One: N:1 | Website Engagement | Case | Sales | | Case | Case Support Work Hours | Many To One: N:1 | Operating Hours | Operating Hours Id | Sales, Service | | Case | Parent Case | Many To One: N:1 | Case | Case ID | Service | | Case Update | Case | Many To One: N:1 | Case | Case ID | Service | | Email Message | Case | Many To One: N:1 | Case | Case ID | Service | ## All Fields | Field Name | Field API Name | Description | Data Type | Data Bundle | | -------------------------- | --------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------- | -------------- | | Account | `ssot__AccountId__c` | A reference ID to the account where this contact is included or linked. | text | Sales, Service | | Account Contact | `ssot__AccountContactId__c` | The reference ID for the account contact of the case. | text | Sales, Service | | Assigned User | `ssot__AssignedUserId__c` | A reference ID to the assigned customer support rep. | text | Sales, Service | | Assigned User Object | `ssot__AssignedUserObject__c` | The assigned user object for the case. | text | Service | | Case Category | `ssot__CaseCategoryId__c` | A reference ID to the category of the case. | text | Sales, Service | | Case Closure Reason | `ssot__CaseClosureReasonId__c` | A reference ID to the reason the case was closed. | text | Sales, Service | | Case Comments | `ssot__CaseComments__c` | The comments for the case. | text | Service | | Case Comments Relationship | `ssot__CaseComments__c` |   | text | Sales, Service | | Case Creation Channel | `ssot__CaseCreationChannelId__c` | A reference ID to the channel where the case was created.  | text | Sales, Service | | Case ID | `ssot__Id__c` | A unique ID used as the primary key for the account contact DMO. | text | Sales, Service | | Case Number | `ssot__CaseNumber__c` | A number assigned to the case. | text | Sales, Service | | Case Priority | `ssot__CasePriorityId__c` | A reference ID to the priority of the case, for example, high, medium, or low. | text | Sales, Service | | Case Status | `ssot__CaseStatusId__c` | A reference ID to the status of the case, for example, new, in progress, or closed. | text | Sales, Service | | Case Support Work Hours | `ssot__CaseSupportWorkHoursId__c` | A reference ID to the working hours of support. | text | Sales, Service | | Case Type | `ssot__CaseTypeId__c` | A reference ID to the type of case, for example, a question or a problem. | text | Sales, Service | | Closed | `ssot__IsClosed__c` | An indicator if the case is closed. | text | Service | | Closed Date Time | `ssot__CloseddateTime__c` | The date and time that the case was closed. | dateTime | Sales, Service | | Closed When Created | `ssot__IsClosedOnCreate__c` | An indicator if the case was closed when created. | text | Service | | Created Date | `ssot__CreatedDate__c` | The date the record was created. | dateTime | Sales, Service | | Date Source | `ssot__DataSourceId__c` | A reference ID for the logical name for a system that is the source of records identified by external record ID. | text | Sales, Service | | Data Source Object | `ssot__DataSourceObjectId__c` | 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. | text | Sales, Service | | Description | `ssot__Description__c` | The case description. | text | Service | | Email Messages | `ssot__EmailMessages__c` | The email messages for a case. | text | Sales, Service | | Escalated | `ssot__IsEscalated__c` | An indicator if the case is escalated. | text | Service | | Escalation Date | `ssot__EscalationDate__c` | The date the case was escalated. | dateTime | Service | | External Record ID | `ssot__ExternalRecordId__c` | A reference ID for an external data source system. | text | Sales, Service | | External Source ID | `ssot__ExternalSourceId__c` | A reference ID for the system in which the external record ID was assigned. | text | Sales, Service | | Individual | `ssot__IndividualId__c` | A reference ID for the individual associated with the case. | text | Service | | Internal Organization | `ssot__InternalOrganizationId__c` | A reference ID to the business unit or other internal organization that owns the business account. | text | Sales, Service | | Is Web Portal Visible | `ssot__IsWebPortalVisible__c` | An indicator if the web portal is visible. | text | Service | | Last Modified Date | `ssot__LastModifiedDate__c` | The date when a user last modified the record. | dateTime | Sales, Service | | Name | `ssot__Name__c` | The name of the case. | text | Service | | Origin | `ssot__Origin__c` | The origin of the case. | text | Service | | Parent Case | `ssot__ParentCaseId__c` | A reference ID to an associated parent case. | text | Sales, Service | | Service Entitlement | `ssot__ServiceEntitlementId__c` | A reference ID to the customer’s support level, for example, phone or chat support only. | text | Sales, Service | | Subject | `ssot__Subject__c` | A short description of the case.  | text | Service |