Use case · Self-Care & Customer Care
Account Search
Care agent searches for subscriber using phone number, email, IMEI or order ID.
CRMParty Mgmt
Care agentPrimary actor
Self-Care & Customer CareCategory
2Modules involved
At a glance
TriggerCustomer contacts care
OutcomeAgent finds the right customer fast
Main flow
The usual path from start to finish.
- 1
Search by number, email, device ID or order ID - 2
- 3
- 4
- 5
Exceptions & alternate flows
Several matchesNarrow by extra details
Systems & modules involved
CRMParty Mgmt
Business rules
- Verify identity before changes
- Every interaction recorded
- Clear SLAs per ticket priority
KPIs to watch
- First-contact resolution
- Self-service adoption
- Customer satisfaction
Standards & references
TMF629Customer Management
TMF621Trouble Ticket
TMF683Party Interaction
This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.