Consider this example to understand the working of webforms.
You run an e-commerce business that sells a variety of products. A customer, John Doe, purchases a pair of headphones from your website. They find the product damaged when it arrives. Now, they need to report this issue. They go to the My Orders page and open the webform below.
When John Doe submits the webform, a case record gets created in the CRM. The record contains all the details submitted by them. You can refer to the record and decide the next step to be taken to resolve the customer’s issue.
To learn about creating a webform, click here