Final answer:
When a consumer submits a case in a CRM system, roles like Sys_contact and Sys_customer are typically created to manage the interaction. This helps organize customer service efforts and case resolution.
Step-by-step explanation:
When a consumer submits a case, typically in a customer service management system or CRM (Customer Relationship Management) software, certain roles or records are created to manage the interaction and ensure that the consumer is properly tracked and assisted. While the exact terminology can vary depending on the system, generally speaking, the roles or records created may include something akin to Sys_contact and Sys_customer. The Sys_contact would represent the individual who has made the contact, and Sys_customer would be a record representing the consumer as a customer of the service or product. These roles help in organizing and managing customer service metrics and facilitate the resolution of cases by assigning them to the appropriate personnel within the organization.