Effective April '07 we have introduced a new type of "Case" in iPath. Previously, we had Repair Cases, Billing Cases and Finance Cases.
We have now added a new type if "Case" called CRM Cases. CRM Cases will take the place of many of the Tasks that are currently entered in iPath. The benefit of tracking customer issues through CRM Cases is that now ALL customer Requests in iPath can be tracked from one place--Cases.
We will shortly being releasing enhancements to iPath to make it easier to browse through all case types for customers.
There may me some confusion as to when a CRM Case should be entered vs. a Task. In general, a CRM Case should be opened whenever you are dealing with a "reactive" request from a Customer--meaning, if a customer contacts you (via phone or email) it should be entered as a CRM Case. Conversely, if you have a Task that you want to perform for a Customer proactively (such as a quarterly check-in), this should be logged as a Task.
See the Creating A New CRM Case section on the steps to create a new CRM Case.