Interactions can be used for both Case & Incident management. Interaction Management is a platform capability which is leveraged by both CSM and ITSM products. Interactions are primarily used for that initial contact of a phone call or live chat when you don’t quite know what the customer wants. If it was a simple query, you can close that interaction and never need to create an Incident or Case. However, it the query requires some work to be done in the middle/back office, then an Incident is raised for employees and external facing customers a case is raised.