Customer Case
A tracked business matter raised by or on behalf of a customer that requires investigation, response or resolution.
service.customer-case.create
service.customer-case.assign
service.customer-case.escalate
service.customer-case.resolve
Modeled domain
Service
Service defines canonical business meaning for customer cases and service requests without assuming a CRM, ticketing product, contact-center platform or technical service-management system.
Service Request
A request by a party for a defined business service to be provided, fulfilled or completed.
service.service-request.get
service.service-request.create
service.service-request.assign
service.service-request.complete
Business state
Customer Cases distinguish lifecycle from assignment. Service Requests distinguish request lifecycle from assignment so a request can be submitted, accepted, in progress and completed without encoding product-specific ticket statuses.
Business-only boundary: ticketing APIs, routing queues, chatbot channels, contact-center infrastructure and technical incident-management mechanics remain outside ABCS.