Continue beyond contact
Create accountable work when the customer outcome requires research, approval, fulfillment, or follow-up.
Platform · Resolution
Coordinate the work that continues after the conversation
Manage governed case lifecycles, ownership, tasks, business-calendar SLAs, related records, approvals, and customer acceptance as part of the original service journey.
Case Management
Resolution beyond the conversation
Governed workspace
Case OCX-2418
Billing adjustment review
Customer and conversation linked
- 1Case createdOpened from the service conversation with verified customer context.
- 2Specialist reviewBilling task assigned with the applicable policy and due state.
- 3Resolution proposedCustomer acceptance remains pending before governed closure.
For 01
CX leaders
For 02
Case operations
For 03
Back-office leaders
Case responsibility
Own the work until the customer outcome is complete.
Cases continue governed service across conversations, tasks, approvals, teams, systems, and customer acceptance.
Coordinate complex resolution
Manage tasks, owners, milestones, related records, and approvals through a governed lifecycle.
Protect service commitments
Apply business calendars, warning thresholds, pause rules, and escalation to time-sensitive work.
- Visible ownership from intake through accepted resolution
- Consistent policy across teams and handoffs
- A defensible history of decisions, work, and customer outcome
Case lifecycle
Model intake, coordination, communication, escalation, and closure explicitly.
Published case types keep state, required work, routing, milestones, and closure behavior reviewable.
- 01
Create
Open the case from an interaction, automation, API, or authorized user action.
- 02
Coordinate
Route owned tasks, milestones, approvals, and related work through the lifecycle.
- 03
Close with evidence
Record the resolution, customer acceptance, outcome, and retained history.
Keep complex service work accountable after channel handle time ends and until the customer outcome is complete.
Case operating model
Give service designers and case teams a complete operating system.
Configure the case definition separately from daily agent work, supervisor operations, and external customer participation.
- 01Governed lifecycle
- Published case types define state, priority, routing, required work, and closure behavior.
- 02Business-time SLAs
- Milestones use pinned calendars, warning states, pause rules, and explicit escalation paths.
- 03Connected evidence
- Interactions, notes, tasks, related records, and customer decisions share one timeline.
- 04Resolution ownership
- Assignee, team, queue, next action, and due state remain visible across handoffs.
Design and intake
Define how governed work is created and what it must contain.
Case Designer
Publish versioned case types, fields, forms, lifecycle, policies, workspace, and validation.
Omnichannel intake
Create and link cases from interactions, automation, APIs, portals, or authorized users.
Services and entitlements
Apply customer/account service grants, priorities, calendars, and milestone commitments.
Coordinate resolution
Keep complex work owned across teams and systems.
Tasks, approvals, and routing
Assign independent work to agents, teams, queues, skills, and governed approval paths.
Unified chronology
Retain conversations, communication, notes, attachments, participants, knowledge, and decisions.
Relationships and major cases
Link related records, coordinate major conditions, and preserve history through merge or split.
Protect the service promise
Make time, outcome, workload, and evidence operationally visible.
Business-calendar SLAs
Track milestones, warning thresholds, pauses, breaches, escalation, and entitlement policy.
Customer and partner participation
Support information requests, comments, attachments, status, and acceptance through safe projections.
Operations and analytics
Review backlog, breach risk, workload, process performance, worklogs, cost, and recovery evidence.
Role-specific workflows
Connect service design, case work, and operational supervision.
Product responsibilities stay connected without collapsing administrators, operators, agents, and reviewers into one generic persona.
Case worker
01Drive the resolution
Investigate, communicate, complete tasks, coordinate dependencies, and close with evidence.
- 1Understand the case and milestone
- 2Complete and coordinate work
- 3Confirm resolution and acceptance
Service designer
02Model the service
Own case types, forms, lifecycle, policies, SLAs, entitlements, workspace, and publication.
- 1Design the definition
- 2Validate roles and rules
- 3Publish a version
Operations leader
03Protect workload and commitments
Monitor queue conditions, breach risk, major cases, reassignment, and process outcomes.
- 1Review service conditions
- 2Intervene with authority
- 3Improve the operating model
Product evidence
See the operating moment—not another feature wall.
Review where context, action, ownership, and control meet during the work.
Case ownership, timeline, related records, knowledge, and SLA state in one resolution workspace.
- 01
Prioritized portfolio
Open work is ranked with warning and breach visibility.
- 02
Resolution timeline
Customer, automation, and agent actions share one history.
- 03
Related records
Interactions, orders, invoices, and knowledge remain linked.
- 04
Governed state
Ownership, priority, SLA, and status changes remain explicit.
Enterprise integration and governance
Define authority, dependencies, and controls before launch.
Review integration boundaries and governance controls together so deployment assumptions remain explicit.
Integration boundaries
- Core services remain authoritative for customers and conversations
- External CRM synchronization is deployment-specific
- Workers own SLA and routing execution
Governance controls
- Versioned case configuration
- ETag-protected changes
- Pinned policy versions
- Tenant-safe audit and support evidence
Connected product family
Continue the customer journey.
Adoption path
Start with one bounded workflow and expand with evidence.
Sequence configuration, integration, testing, and rollout around measurable service outcomes.
- 01
Model the service
Define case types, states, roles, tasks, milestones, calendars, approvals, and closure requirements.
- 02
Connect intake and work
Link conversations, automation, APIs, customer context, routing, and downstream records.
- 03
Validate the lifecycle
Prove authorization, SLA behavior, concurrency, escalation, recovery, and customer acceptance before launch.
Evaluation questions
Resolve these before rollout.
- 01Which events create, update, route, pause, escalate, and close each case type?
- 02Which calendars, entitlements, milestones, and acceptance rules define the service promise?
- 03What must synchronize with CRM, fulfillment, document, or back-office systems?
Evaluate it as one system