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Frameworx Process: Escalate Customer Problem to support team

Category: (4) eTOM Process Type

Process Identifier: 1.3.7.3.6

Original Process Identifier: 1.1.1.6.3.6

Maturity Level: 4

Description

To be added

Extended Description

Not used for this process element

Explanatory

This process provides the escalations between support levels and actors when a customer problem cannot be solved by the current assigned group. Therefore, the escalation can be carried out between supports levels at CRM level, or, it can be escalated to others actors, such as, service provider or third-parties. It is essential the ability to rapidly escalate customer problems according to clear and agreed rules.The support of a higher level specialist is needed to resolve the problem.

Mandatory

Escalate the customer problem, to involve the appropriate support team, with all related customer and problem information to a higher level support.

Optional

Not used for this process element

Interactions

Candidate Explanatory

Candidate Mandatory

Candidate Optional

Candidate Interactions

(4) eTOM Process Type Escalate Customer Problem to support team

Appears on these diagrams:

Issues

  • Business Process Framework 13.0 Addition
  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:21