Category: (2) TAM Application Type
Application Identifier: 5.8.1
Maturity Level: 4
Overview
Customer Problem Qualification & Reception applications provide the necessary functionality to detect, evaluate and qualify a reported or affected customer problem.
Functionality
Customer Problem Reception functionality includes:
- ID customer/Customer validation. To make sure who the customer is
- Verify services and entitlement: This refers to service validation to see what service(s) the customer has subscribed to , and what service/support to which they are entitled
- Reception of problems from:
- Customers
- Southbound internal systems (service problem management, service performance management, service quality management)
- Outside northbound systems, including social networks/third parties.
- Problem triage:
- Qualify Symptoms/Reason for call (when reception is via a customer contact). Non-qualified issues will be referred appropriately.
- Associate received problem with appropriate customer(s) and customer products/services (when reception is via a southbound or northbound system)
- Access to a complete customer problem history database
Supported Business Services
