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Every action in the Service domain is a governed capability. Capabilities carry authorization, scope, and produce a receipt. They define what practitioners and agents can do and how those actions are recorded.

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Read Capabilities

  • service.case.read — view a case and its interaction history.
  • service.customer.read — view customer profile and case history.
  • service.sla.read — view SLA terms and timer status.
  • service.feedback.read — view satisfaction scores and comments.

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Write Capabilities

  • service.case.create — open a new case with customer and topic links.
  • service.case.update — edit case status, priority, or assigned agent.
  • service.case.resolve — close a case with a documented resolution.
  • service.escalation.create — move a case to a higher tier with full context.
  • service.interaction.add — log a call, chat, email, or internal note.

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Communication Capabilities

  • service.reply.send — send a response to the customer.
  • service.comment.add — add an internal comment to a case.
  • service.feedback.request — trigger a post-resolution satisfaction survey.

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Workflow Capabilities

  • service.workflow.trigger — start a governed workflow such as Case Triage or Escalation.
  • service.approval.grant — approve an escalation or refund request.
  • service.handoff.create — transfer ownership or task responsibility with preserved context.
Each capability execution generates a receipt that is stored in the continuity layer and linked to the relevant case, customer, and agent.