Figure C.08 - Customer Problem Context

CustomerProblem is a type of business interaction which represents a problem which affects the customer. Such a problem can be a problem with the customer products (such as low quality of service), customer bills (such as unexpected high bill) or any other problem which influences the customer experience. CustomerProblem can be raised by the customer who noticed a problem, or by the CSP (using some analytics tools) which detects a problem and proactively work on solving it before the customer complains. <br/>CustomerProblems may be nested for 2 business reasons:<br/>        • For attaching root cause problem to multiple reported CustomerProblems (typically related to multiple customers)<br/>        • For breaking a CustomerProblem to sub problems (typically when customer reports many problems during one call).<br/>CustomerProblem may involve multiple parties, some of them are known PartyRoles (such as Customers) and some play a temporary role just for this problem (such as the reporter of the problem). For the latter cases the CSP can choose whether to create a PartyRole for a problem reporter or just use PartyInvolvementRole as association to Party rather than to PartyRole.<br/>This part of the model is described in the following diagram:<br/>