Use cases
Four workflows, step by step
What the agent does, where a person decides, what is enforced and logged, and what the monthly report shows. Described as patterns, not as client references.
Why patterns
Every service desk is different. The mechanics are not: intake, context, proposal, release, write-back. These four pages show the mechanics in enough detail to check them against your own workflow.
Index
Use cases
Service triage
Incoming service and technical requests classified, enriched with context, answer drafted. A person releases.
Quote preparation
Read the request, match positions, check price rules, draft the quote in the ERP. Sales releases.
Claims and complaints
Assemble the case file, check against the rules, propose a resolution with reasoning. A specialist decides.
Document processing
Invoices, order confirmations and certificates read, checked against order and master data, posted. Exceptions to a person.