English term (edited): case

这里的case不是标结果的给人展示成功的案例，而是表过程的解决客户问题的过程中的case。
关于这里的case和customer service case分别为何物，见下方链接。

Customer service agents perform a variety of tasks as they work to resolve issues or problems for customers. A case is a record that a customer service agent uses to identify and resolve a question or an issue for an external customer.
The customer service case is the primary entity of the customer service application. An agent creates a new case to identify a customer's question or issue and to track the activities related to resolving the issue. An agent also uses a case to track all of the communication to and from the customer, including the communication channels being used
参考译文：
By 2023, organizations that are part of a connected digital business ecosystem will have 40% of their customer service cases initiated by partners in that ecosystem.
到2023年，那些组成数字化互连商业生态系统的组织的客服案宗中，将有40%由该生态系统中的合作伙伴牵头解决。

你也可以根据参考链接的定义，想一个更好的，总觉得还有更好的表达。