OpenReference

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Use Cases

• Resolving inquiries about:
  • Locations, websites or apps
  • Products or services
  • Terms of sale or warranty
  • Returns processes
  • Order, shipment or return status
  • Update customer information
• Customer Service Call Center
• In Retail: Customer Service Desk
• For a web store: Self service pages

t:I2Q Customer Relationship Management System

Hierarchy

ID	Name	Level	x
A	Assist	1	A
A1	Assist with Inquiry	2	A1
A101	Receive Inquiry	3	A101
A102	Route Inquiry	3	A102
A103	Identify Solution	3	A103
A104	Present Solution	3	A104
A105	Transfer	3	A105
A106	Distribute Solution	3	A106
A107	Close Inquiry	3	A107

Term(s)

ID	Name	Clear	x
CRM(S)	Customer Relationship Management System		CRM(S)

Workflow

From Input(s)	Process	Output(s) To
wf_process wf_arrow Customer Inquiry	A1	wf_arrow wf_process Return Inquiry S4 Response/Solution Customer

Assist with Inquiry Assist D10000 2 Sales, Support, Agent, Customer, Service, Assistance, Call Center, Warranty, Claim, Return, Self Service, Sales & Support Address customer inquiries for information