What characterizes a case in service management?

A case in service management is fundamentally characterized by its focus on addressing a specific customer issue. This involves documenting and managing inquiries, concerns, or problems that a customer may encounter, and ultimately seeks to provide a resolution tailored to that individual customer's needs.

By concentrating on the particulars of a one-off situation, the case serves as a means for service agents to track the progress of resolutions, maintain communication with the customer, and ensure that the customer's unique context is thoroughly understood and managed. This personalized approach is essential in providing high-quality customer service and ensuring customer satisfaction.

The other options present broader or different contexts that do not align with the primary definition of a case. For instance, involving multiple customers or focusing on widespread issues suggests broader categories of inquiries rather than individual cases. Tracking service agent performance, while vital in service management, is considered a separate metric and does not inherently define what a case is. Therefore, the correct characterization of a case lies in its focus on resolving a specific customer issue.