Domain Separation and Customer Service Problem Management

Domain separation provides a structured and efficient way to manage complex, multi-tiered organizational environments. It enables tailored access and control, ensuring that users see only the data relevant to their domain, enhancing security and efficiency.

Support level: Basic

• Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
• The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
• The owner of the instance must set up the application to function across multiple tenants.

Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

For more information on support levels, see Application support for domain separation.

Introduction to Customer Service Problem Management

Customer Service Problem Management (CSPM) supports domain separation at an account level. All customer data and service problem cases have account (customer) level separation.

How domain separation works in Customer Service Problem Management

• Ensure that the account is domain separated according to the domain separation guidelines in Customer Service Management. For more information, see Domain separation and Customer Service Management.
• Customer details and service problem cases are domain separated using the account name.
• If an administrator assigns fulfillment agents and managers to work on the service problem cases for a specific domain, these agents and managers can work on these types of transactions across accounts.

Domain separated tables

• Service Problem Case
• Service Diagnostic Task
• Service Resolution Task
• Service Test Group
• Service Test Definition
• Test Measure Definition
• Test Definition Characteristic
• Test Definition Relationship
• Specification to Test Definition Relationship
• Threshold Rule
• Measure Consequence
• Test Run
• Test Characteristic
• Test Measure
• Threshold Rule Violation
• Applied Consequence

Use cases

If customer or service problem cases have an account name, an administrator can identify and separate the customer or service problem cases for different domains.

If fulfillment agents or managers are assigned to a domain, an administrator can assign them to work on the service problem cases for a specific domain (account).

How domain values are allocated to CSPM objects