Customer inquiry and service request
External inquiry, service request, communications and resolution. An incident is a separate fact of disruption linked to many inquiries.
Research draft, second pass
A second pass drafted this model: the structure a model of this thing needs, and what is known about it in the world. The line under this one says how the second half was obtained - researched against sources, or recalled without web access, in which case nothing here was read anywhere and every claim is a lead to verify. Unreviewed either way.
Bundle → Layer → Finding → Questions Missing, in the backlog
Not described yet. This gap is in the card backlog.
Note: Research contour: bundles not designed yet; questions are listed as open questions.
Classifiers Filled
- Family
- Enterprise profiles
- Category
- Enterprise subject
- Entry kind
- subject
- Domain
- EnterpriseCOM
- Industry
- Cross-industry
- Tags
- EM-COM-04W1subjectCustomerCaseServiceRequestCaseInteractionCaseResolution
What it is Filled
External inquiry, service request, communications and resolution. An incident is a separate fact of disruption linked to many inquiries.
Why it exists Filled
External inquiry, service request, communications and resolution. An incident is a separate fact of disruption linked to many inquiries.
Distinguishing features Derived, awaiting review
- An inquiry has a requester or an anonymous mode
- Closure does not prove customer agreement
- Several inquiries can reference one incident
What robots and AI may and may not do Derived, awaiting review
Must not
- Negative case: One hundred complaints create one hundred independent technical incidents.
Note: Negative case of the research brief, not yet a rule for agents.
Moral aspects Missing, in the backlog
Not described yet. This gap is in the card backlog.
Owners Filled
Steward
Коммерческий руководитель
Master systems
- CRM
- заказная система
- сервис-деск
Links to other meta-models Filled
neighbor
- EM-WRK-01
references
- WM-ACT-021 - conceptual-candidate
What else AI and robots need to interact with it Incomplete
Identity and identifiers required Derived, awaiting review
- CustomerCase
- ServiceRequest
- CaseInteraction
- CaseResolution
Direct properties not applicable Not applicable
Not applicable
Enterprise record contour: physical properties belong to referenced world models.
Recognition required Missing, in the backlog
Not described yet. This gap is in the card backlog.
Capabilities and actions required Missing, in the backlog
Not described yet. This gap is in the card backlog.
Hazards and failure modes required Missing, in the backlog
Not described yet. This gap is in the card backlog.
Standards and interfaces required Missing, in the backlog
Not described yet. This gap is in the card backlog.
Context of use required Missing, in the backlog
Not described yet. This gap is in the card backlog.
Sources Filled
- TM Forum SID: party/customer/product/service
- OASIS UBL: trade documents and exchange
- CRM/CPQ/order management practice: stages and source boundaries
Open questions
- How to merge repeated inquiries without losing history?
- When does a request trigger an incident or work?
- What does closure mean from the customer's point of view?
- Установить границу и решение reuse/extend/new по действующим спецификациям.
- Подтвердить semantic crosswalk, права и source mastership.
- Выбрать immutable refs; провести проверки fixtures до заявления о публикационной готовности.
Machine files
Provenance
enterprise research programme · published-partial
Built from: enterprise/models/em-com-04/brief.json
Still in Russian: suggested owner, blocking decisions, vercy candidates. Translate in research/enterprise/i18n/units.en.json.