Domain separation and Account Lifecycle Events

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Domain separation is supported for Account Lifecycle Events. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    Overview of Account Lifecycle Events

    With the Account Lifecycle Events application, you can create onboarding cases and related onboarding case tasks, track objectives, outcomes, and define documented plans to ensure success. The account onboarding case and related tasks support domain separation at the account level. Engagements, objectives, outcomes , initiatives, success cases, risk signals and internal plays are domain separated at the account level.

    How domain separation works in Account Lifecycle Events

    • Account onboarding cases, account lifecycle tasks, and account lifecycle import case tasks are domain separated using the account domain.
    • All other staging tables used for the Data Import are not domain separated.
    • All customer success tables are domain separated.

    Setting up domain separation in Account Lifecycle Events

    Domain separation for Account Lifecycle Events requires the domain separation plugin and enabling the csm_auto_account_domain_generation domain separation property. For more information on setting up domain separation, see Domain separation and Customer Service Management.

    Domain separated tables

    • Account onboarding case [sn_acct_lc_onb_case]
    • Account lifecycle import task [sn_ti_core_imp_task]
    • Account lifecycle task [sn_ti_core_task]
    • Engagement [sn_acct_lc_engagement]
    • Success objective [sn_acct_lc_success_objective]
    • Success outcome [sn_acct_lc_success_outcome]
    • Success initiative [sn_acct_lc_success_initiative]
    • Success case [sn_acct_lc_success_case]
    • Success task [sn_acct_lc_success_task]
    • Touchpoint [sn_acct_lc_touchpoint]
    • Internal play [sn_acct_lc_internal_play]
    • Internal play task [sn_acct_lc_internal_play_task]