1
Enter
Log into SpineWorkspace and land in the Service Human Workbench. Your queue, SLA alerts, and open cases are restored.
2
Discover
Scan the Case Queue, SLA Dashboard, or notifications to find what needs attention now.
3
Understand
Open a case to see the full story: customer history, prior interactions, linked articles, and SLA terms.
4
Contextualize
Twin surfaces related cases, known solutions, and relevant policy so you can respond with full context.
5
Decide
Choose the next action: reply, call, schedule, resolve, or escalate. Each is a governed capability.
6
Act
Execute the capability. Spine routes it, captures authorization, and updates the source system.
7
Review
Confirm the outcome in the case record. Verify receipts and SLA status.
8
Continue
Context persists. The next agent or shift picks up exactly where you left off.