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Project
Project Management,
Management, project
project planning,
planning, templates
templates and
and advice
advice

Fulfill Service Request (generic process)

Customer

Provide
Provide
Make Contact Contact
Identity
Details

3 12
1 4 6 7 13
2 Identify Capture
Receive Is It In Identify Identity All Appropriate Yes
Greet Reason for Customer
Contact Scope? Yes Customer Witheld? Details Captured
Contact Details

No No
No
Yes
11
Confirm Next step
Agent

5 Customer separate
Offer Details flow
alternative or Yes
Change Order

9 No
14
Is Customer prepared
Close Contact
to be Identified?
No

No
Automated rule

8 10 End
engine

OK to Withold Customer Yes

Identity? Known?

Yes
Data Stores/
Functions

Script Scope Rules Rules Rules

Customer Customer Customer

Data Data Data

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