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Frameworx Application: CSR fulfillment

Category: (2) TAM Application Type

Application Identifier: 5.6.1

Maturity Level: 4

Overview

A CSR fulfillment application provides front end support for the application flows defined by the order management applications (cf. Order Management Applications).

Note: Since CSRs are required to perform sales activities, it is expected that in a future Application Map version this application will encompass front end applications from the sales domain as well.

Functionality

CSR fulfillment functionality includes taking care of a single order, assisting orders initiated in other channels, handling pool of orders globally, and exception handling, reporting and analyzing the ordering activities. This includes:

  • Product Catalogue and Offerings browsing (versioning driven)

  • Order Capture and Negotiation

  • Order take-over & relinquish – the ability to take over governance on orders handles in other channels (e.g. self service) amend and relinquish while preserving all the captured data.

  • Assigned products maintenance

  • CSR access to a specific order - Manage monitor and track specific order – CSR access to a specific order

  • Error resolution – View pool of orders resulted in error / stuck orders and enable the CSR to act accordingly (e.g. resend the request, notify the user with recommended action)

  • Jeopardy notifications – View jeopardy notifications queue and enable the CSR to act accordingly (e.g. notify customer on due date delay)

  • Orders administration – View all outstanding orders, progress and history displays

  • Business / Financial / Operational reporting

Supported Business Services

  • Order Management

  • Product Catalogue

(2) TAM Application Type CSR fulfillment

Appears on these diagrams:

Frameworx Domains (Horizontal)


This was created from the Frameworx 16.5 Model


Created from the TM Forum Model Frameworx 16.5 on 12/13/2016 at 16:42