Hello - When I convert a phone call to a case in CRM, CRM creates a new "Request" window with a new "Request #". I would have expected a new "Case" window with a new "Case #".
Any idea why CRM chose to use "Request" references instead of "Case" references? Was this a dependency on a previous CRM version? Or is there an additional workflow step that converts the "Request" to a true "Case" at some point?