# Project 1: ? GECCO uses the standard Case object to store customer Interaction and Request information. ? Parent Cases are called Interactions - An Interaction stores the Account Name, Date and Time the Interaction took place, and the source of the incoming case. ? Child Cases are called Requests – A Request stores information about a specific question asked during the Interaction and the user’s response. ? The Case page layout displays the Case Record Type for both Interactions and Requests. ? An Interaction can have multiple Requests, i.e. a customer may ask many questions while on a single call. Each question corresponds to an individual Request. ? Requests can be handled independently of one another so you may close, transfer, or resolve them separately. ? Case Status always defaults to “Open”. ? The New Request button creates a new Request in its own sub-tab related to the current Interaction. This makes it very easy for the Agent to capture additional questions at any point in the conversation. This button does not clone information from the previous request. ? The Close Case button closes the Case with one click. ? When all Requests within an Interaction are closed, a batch job runs to close that Interaction. Agents are not burdened with closing Interactions, freeing them up to focus on resolving questions. This job is set in each org for XX hours after all Requests are Closed or Cancelled. ? Agents can use the “Transfer To” field to select a group and quickly transfer ownership of a Request. ? The correct “Request_MVN” Record Type name must be listed in the Service Cloud Setting: Interaction_Create_Case_Record_Type_MVN__c for Em