A. Since case activities can be assigned to different people, a case can use workflow.

B. Although the sales module already has return-order functionality, case management is still used for customer returns and claims.

C. Knowledge articles used by case management are associated with specific functional modules.

D. A human resources generalist can use the case management tool to track employee interactions, even though the department stores confidential information about employees.

E. A case can be used to track both external and internal issues.