Designing for multi-tiered customer service

[ckanahele]

I'm hoping you experienced CSM implementers can help me (as a newbie) think through a design for my situation.

Our organization is tasked with setting up a case management system (focused on safety i.e. hazards/accidents) for multiple independent organizations. Each organization will handle their own cases and should not be able to see the data of the other organizations, although we in our organization will need to see all data for all organizations. We would like each organization's leadership to manage their own users and cases.

What I am "scratching my head" about is how can my organization also use the same structure in CSM to provide typical customer service to these organizations? If we have configured CSM for specific-purpose safety cases, how can we also use the same instance for general-purpose customer service cases?

I thank you in advance for your ideas.

[Community Alums · Accepted solution]

Hi @ckanahele ,

For your use case, it's the Domain Separtion is the best fit.

Domain separation and Customer Service Management 

[ckanahele]

Thank for the link to the document. The gem that I found in the document is about managed services. It seems to me that our use case is best modeled as a managed service provider using domains.

Curt