When a customer call land in USD then as per client’s business process NEW CASE form should open, you can notice in below screen shot 1 the name of session is “New Session”. But for case entity, I had chosen “case session” as a session name, which user found when open an existing case record as shown in screen shot 2.
screen shot 1
screen shot 2
Still trying to find the logical answer for the same.
Regards,
Vaneet Kumar