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Frameworx Application: Customer Problem Qualification & Reception

Category: (2) TAM Application Type

Application Identifier: 5.8.1

Maturity Level: 4

Overview

Customer Problem Qualification & Reception applications provide the necessary functionality to detect, evaluate and qualify a reported or affected customer problem.

Functionality

Customer Problem Reception functionality includes:

  • ID customer/Customer validation. To make sure who the customer is
  • Verify services and entitlement: This refers to service validation to see what service(s) the customer has subscribed to , and what service/support to which they are entitled
  • Reception of problems from:
    • Customers
    • Southbound internal systems (service problem management, service performance management, service quality management)
    • Outside northbound systems, including social networks/third parties.
  • Problem triage:
    • Qualify Symptoms/Reason for call (when reception is via a customer contact).  Non-qualified issues will be referred appropriately. 
    • Associate received problem with appropriate customer(s)  and customer products/services (when reception is via a southbound or northbound system)
  • Access to a complete customer problem history database

Supported Business Services

(2) TAM Application Type Customer Problem Qualification & Reception

Appears on these diagrams:

Issues

  • Application Framework 13.0 Modification

Frameworx Domains (Horizontal)


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:31