> ## 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 Needs, Model, and Responsibilities

> Learn how the Service domain operates: its operating model, team responsibilities, KPIs, and non-goals within SpineWorkspace.

The Service domain exists to help teams deliver consistent, fast, and well-documented customer support. It brings service reps, service managers, and field engineers into one shared surface where every case, interaction, and escalation is visible and traceable.

### Operating Model

Service teams operate on queues, tiers, and SLAs. The Service domain reflects this: cases are triaged into priority order, escalations preserve full context, and SLA timers are visible from the queue. The domain is not a standalone helpdesk. It is a projection of the Spine Fabric that unifies Zendesk, Salesforce, Freshdesk, Intercom, and Twilio into one context layer.

### Responsibilities

* Triage incoming cases and assign them to the appropriate tier or agent.
* Resolve cases within SLA while documenting interactions and outcomes.
* Escalate complex cases with full context intact.
* Collect and act on customer feedback after resolution.
* Monitor SLA performance and queue health.

### KPIs

* First response time per case.
* Average resolution time by tier.
* SLA breach rate.
* Escalation rate and escalation resolution time.
* Customer satisfaction score (CSAT) per interaction.

### Non-Goals

* The Service domain does not handle sales pipeline management. Opportunities remain in the Sales domain.
* It is not a billing or invoicing system. Subscription issues are surfaced but billing actions belong elsewhere.
* It does not replace field hardware diagnostics. Engineering tools remain in Engineering.

### Related

* [Service Human Workbench](/internal-docs/domains/service/human-workbench)
* [Service Workflows](/internal-docs/domains/service/workflows)
* [Domains Overview](/internal-docs/domains/overview)


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