> ## 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 Human Workbench Surfaces and Daily Loop

> Navigate the Service Human Workbench: primary surfaces, tabs, and the daily support loop for reps, managers, and field service engineers.

The Service Human Workbench is the primary surface where support practitioners spend their time. It shows the case queue, SLA health, and the customer history needed to resolve issues without switching between helpdesk tabs and phone systems.

### Primary Surfaces

* **Case Queue** — a prioritized, filterable list of open cases by tier, topic, and urgency.
* **SLA Dashboard** — timers, breach risks, and commitments for the current shift.
* **Escalations** — cases that have moved to higher tiers, with full context preserved.
* **Customer History** — a timeline of cases, interactions, and outcomes for any customer.
* **Agent Performance** — workload and resolution metrics for team leads to monitor.

### Daily Loop

<Steps>
  <Step title="Review the queue">
    Open the **Case Queue** to see new cases, SLA risks, and assigned follow-ups.
  </Step>

  <Step title="Pick a case">
    Select the highest priority case or one flagged by Twin.
  </Step>

  <Step title="Read context">
    Review the **Customer History**, prior interactions, and linked knowledge articles.
  </Step>

  <Step title="Interact or resolve">
    Reply, call, or schedule a follow-up. Record the interaction in the case.
  </Step>

  <Step title="Update status">
    Mark progress, attach evidence, or change case fields as needed.
  </Step>

  <Step title="Close or escalate">
    Resolve with a documented outcome or escalate with full context for the next tier.
  </Step>

  <Step title="Check continuity">
    Any handoff, follow-up, or SLA reminder is preserved for the next agent or shift.
  </Step>
</Steps>

### Related

* [Service Domain Views](/internal-docs/domains/service/domain-views)
* [Service User Flow](/internal-docs/domains/service/user-flow)
* [Service Workflows](/internal-docs/domains/service/workflows)
* [Spine Fabric](/platform/spine-fabric)
* [Continuity](/how-it-works/continuity)


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