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The Service domain operates on a structured model of cases, customers, interactions, and outcomes. Spine Fabric ingests these from connected sources and assembles them into the context practitioners see.

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Entities and Relationships

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Key Events

  • Case Opened — a new issue is reported by a customer.
  • Assigned — a case is routed to an agent or tier.
  • Interacted — a call, chat, email, or note is added.
  • Escalated — a case is moved to a higher tier.
  • Resolved — a case is closed with a documented outcome.
  • SLA Breached — a timer exceeds the commitment threshold.
  • Feedback Received — a customer submits a satisfaction score or comment.

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Evidence

Evidence in Service includes interaction transcripts, resolution notes, escalation receipts, SLA timers, and feedback scores. Spine Fabric preserves this as structured context for audit, continuity, and manager review.