# Amazon Connect Cases
<a name="cases"></a>

**Tip**  
**New user?** Check out the [Amazon Connect Cases Workshop](https://catalog.workshops.aws/amazon-connect-cases/en-US/1-introduction). This online course guides you through setting up and using Amazon Connect Cases.

Amazon Connect Cases enables your customer service organization to track, collaborate, and resolve customer cases.

A *case* represents a customer's issue. It is created to record the customer's issue, the steps and interactions taken to resolve the customer's issue, and the outcome.

Without doing any integration work, you can enable Cases for your contact center. You can set up cases to be created when contacts come in, and collect information from the customer to display on the case. Alternatively, agents can manually create cases. When an agent accepts a contact, they have context about an issue and can immediately start solving it. You can create tasks to track and route follow up steps to resolve the case. 

The following image shows an example case as it appears in the agent application.

![\[The cases tab in the agent workspace.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-intro.png)


## Getting started with Cases
<a name="getting-started-cases"></a>

We recommend reviewing these topics to help you get started.

**Contact center manager or Admin actions on the Amazon Connect admin website**
+ [Enable Cases](enable-cases.md)
+ [Assign permissions](assign-security-profile-cases.md) 
+ [Create case fields](case-fields.md) and [case templates](case-templates.md) 
+ [Set up a case assignment in Amazon Connect Cases](case-assignment.md)
+ [Automatically monitor and update cases in Amazon Connect Cases](create-alerts-on-cases.md)
+ [Amazon Connect Cases metrics](case-management-metrics.md)
+  [Cases block](cases-block.md) 
+ [Case event streams](case-event-streams.md) 
+ [Cases quotas](amazon-connect-service-limits.md#cases-quotas)
+ [Tag-based access controls](cases-tag-based-access-control.md)

**Agent actions in the agent workspace**
+ [Search cases in Amazon Connect to view customer contact details](search-cases.md)
+ [Edit an existing case](cm-editcases.md) 
+ [Add comments to a case](cm-comments.md) 
+ [Associate a contact with a case](associatecontactandcase.md) 
+ [Create a task from a case](create-task-from-case.md)