The attached document captures the primary use cases and business process based upon the Istanbul release. The document covers the following:
- Overview
- Principles and Concepts
- Supporting Processes
- Case State Model
- Case Routing and Assignment
- Case Prioritization (for B2B)
- Relationships with Other Processes
- Core Customer Service Processes
- Customer Self Service Processes for B2C
- Customer Self Service Processes for B2B
- Customer Self Service Processes Common for B2B/B2C
- Knowledge Management Processes
- Partner Self-Service Processes for B2B
- Field Service Management Processes
- Measuring and Reporting
