Frameworx Application: Customer Problem Lifecycle Management

Category: (2) TAM Application Type

Application Identifier: 5.8.2

Maturity Level: 4

Overview

Customer Problem Lifecycle Management applications provides the necessary functionality to manage the end-to-end lifecycle of the customer problem as defined and configured by the service provider.

Note:  All customer incidents/cases may be tracked, if so determined by the service provider.

Functionality

Customer Problem Lifecycle Management functionality includes:

• Create a case if needed
• Relate the given case to an existing case/ trouble ticket if appropriate 
• Relate the given case to a workforce management dispatch or initiate a dispatch if appropriate.
• Tracking of the case, including the related activities (dispatches, tier-II tickets, etc). 
• Associate correct diagnostic code to the case
• Case Archival

Supported Business Services

(2) TAM Application Type Customer Problem Lifecycle Management

Appears on these diagrams:

• 5.8 Customer Problem Management

Frameworx Domains (Horizontal)

• Customer Domain

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