Human Workbench
See how reps navigate case queues, SLA dashboards, and escalation lists.
AI Workbench
Discover how Twin helps with triage, resolution proposals, and case context.
System Flow
Understand how Spine Fabric ingests support data and projects into Service views.
Execution Flow
Learn how governed capabilities turn resolution intent into source-system updates.
Core Entities
- Case — a reported issue or request tracked from open to closed.
- Customer — the individual or organization who opened the case.
- Interaction — a touchpoint between a rep and the customer.
- Resolution — the documented outcome that closes a case.
- SLA — the service level agreement governing response and resolution times.
- Escalation — a case moved to a higher tier or specialist queue.
- Feedback — customer satisfaction and follow-up input after resolution.
- Agent — the service representative or engineer assigned to a case.
Key Views
- Case Queue — prioritized list of open cases awaiting action.
- SLA Dashboard — real-time view of commitments, risks, and breaches.
- Escalations — cases moved to higher tiers with context preserved.
- Customer History — timeline of all cases, interactions, and outcomes per customer.
- Agent Performance — workload distribution and resolution metrics per rep.
Primary Workflows
- Case Triage
- Resolution
- Escalation
- Feedback Loop
- SLA Enforcement
Domain Overview
Business needs and operating model for the Service domain.
Domain Views
Projection rules and data sources for each Service view.
Business Context
Entities, relationships, and events that power Service operations.
Integrations
Source systems connected to the Service domain.