> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Domain Capabilities: Read, Write, Communication, Workflow

> Reference the governed capabilities available in the Service domain, with real examples like case updates, escalation creation, and SLA monitoring.

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.

### 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.

### 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.

### 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.

### 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.

### Related

* [Service Workflows](/internal-docs/domains/service/workflows)
* [Service Execution Flow](/internal-docs/domains/service/execution-flow)
* [Governed Actions](/how-it-works/governed-actions)


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