Which of the following reflects the correct mapping in the case to incident field relationship described in the material?

• A. Case field 'Contact' maps to Incident field 'Caller'
• B. Case field 'Contact' maps to Incident field 'User'
• C. Case field 'Contact' maps to Incident field 'Customer'
• D. Case field 'Contact' maps to Incident field 'Contact'

Answer: (A)

The idea here is to preserve who reported the issue when moving from a Case to an Incident. The person listed as the Contact on the Case is the individual who initiated or is associated with that case, and the Incident needs to record who reported the problem. The standard field for that in the Incident record is Caller, which identifies the person who called in or raised the incident. Mapping the Case’s Contact to the Incident’s Caller correctly ties the original requester to the incident for notifications, ownership, and tracking. Other field names like User, Customer, or a generic Contact aren’t the typical destination for the reporter in the incident data model, so they don’t align with how the relationship is meant to work.