Case in ICM is created by CSR i.) When there is some issue with customers request ii.) When the customer have any issues with his/her service iii.) When the customer request has to worked on by another department -- iv.) When the customer request cannot be completed during the interaction --

In ICM, a CSR creates a Case in all the mentioned scenarios: when there's an issue with the customer's request (i), when the customer has service issues (ii), when the request needs work by another department (iii), and when the request cannot be completed during the current interaction (iv). All four situations are valid reasons for case creation.