Domain Separation and Customer Service Problem Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Domain Separation and Customer Service Problem Management

    Domain separation is essential for managing complex organizational environments effectively. It allows tailored access and control, ensuring users only view relevant data for their domain, which enhances both security and efficiency. In the context of Customer Service Problem Management (CSPM), domain separation operates at the account level, separating customer data and service problem cases based on account information.

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    Key Features

    • Structured Management: Domain separation helps organize multi-tenant environments, allowing for focused data visibility.
    • Runtime Support: The application supports domain separation during runtime, affecting user interface, cache keys, reporting, and data aggregations.
    • Account-Level Separation: All customer data and service problem cases in CSPM are separated by account, facilitating management of service interactions.
    • Domain-Related Tables: Specific tables like Service Problem Case and Service Diagnostic Task utilize domain separation for effective case management.

    Key Outcomes

    By implementing domain separation in CSPM, administrators can efficiently manage service problem cases and assign fulfillment agents to specific domains. This ensures that customer interactions remain relevant and secure, improving overall service quality and responsiveness.

    Domain separation provides a structured and efficient way to manage complex, multi-tiered organizational environments. It enables tailored access and control, ensuring that users see only the data relevant to their domain, enhancing security and efficiency.

    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.

    Customer Service Problem Management (CSPM) supports domain separation at an account level. All customer data and service problem cases have account (customer) level separation.

    How domain separation works in Customer Service Problem Management

    • Ensure that the account is domain separated according to the domain separation guidelines in Customer Service Management. For more information, see Domain separation and Customer Service Management.
    • Customer details and service problem cases are domain separated using the account name.
    • If an administrator assigns fulfillment agents and managers to work on the service problem cases for a specific domain, these agents and managers can work on these types of transactions across accounts.

    Domain separated tables

    • Service Problem Case
    • Service Diagnostic Task
    • Service Resolution Task
    • Service Test Definition
    • Test Measure Definition
    • Test Definition Characteristic
    • Test Definition Relationship
    • Specification to Test Definition Relationship
    • Threshold Rule
    • Measure Consequence
    • Test Run
    • Test Characteristic
    • Test Measure
    • Threshold Rule Violation
    • Applied Consequence

    Use cases

    If customer or service problem cases have an account name, an administrator can identify and separate the customer or service problem cases for different domains.

    If fulfillment agents or managers are assigned to a domain, an administrator can assign them to work on the service problem cases for a specific domain (account).

    How domain values are allocated to CSPM objects

    CSPM objects Domain source
    Service Problem Case Gets domain value from Account.
    Service Diagnostic Task Setting domain from Company.
    Service Resolution Task Setting domain from Company / task_for / task_for.company / default.
    Service Test Definition Setting domain of current user.
    Test Measure Definition Setting domain from Test Definition.
    Test Definition Characteristic Test Definition Characteristic
    Test Definition Relationship Setting domain from Test Definition.
    Specification to Test Definition Relationship Setting domain from test definition.
    Threshold Rule Setting domain from Test measure.
    Measure Consequence Setting domain from threshold rule.
    Test Run Setting domain from Service Diagnostic task.
    Test Characteristic Setting domain from Test Run.
    Test Measure Setting domain from Test Run.
    Threshold Rule Violation Setting domain from Test Measure.
    Applied Consequence Setting domain from Threshold Rule Violation has context menu.