A supervised service triage path
Complete missing case context, route the work, and govern the CRM update.
- Intake event
- CRM context assembly
- Policy and ownership check
- Human-approved record action
- Reconciliation and audit
- Starting state
- Requests arrive with incomplete details, forcing the service team to search account history before it can classify or assign the work.
- System map
- Intake channel to CRM case and account to entitlement and routing policy to service queue, with an approval record and audit store alongside the write.
- Agent behavior
- The agent completes permitted context, classifies the request, proposes a route, drafts follow-up questions, and calls only the actions assigned to this workflow.
- Human controls
- The service owner defines eligible queues and writes, approves customer-record changes, edits proposed language, and can stop or reroute the run.
- Exception path
- Missing entitlement, conflicting account state, or an unsupported request stops the write and opens a service-owner review item with source context attached.
- Decision evidence
- Representative intake cases, permission tests, accepted and rejected approval paths, before-and-after reconciliation, and exception ownership support the release decision.





