Application-Object Mapping¶
Minimum required ontology objects per application, with relationship details and cross-application dependency analysis.
App 1: Autonomous Issue Resolution Engine¶
TMF: TMF621/TMF678 | Minimum Objects: 14
| Object | System | Role in App | Key Relationship |
|---|---|---|---|
Case |
Salesforce | Core entity — case to be resolved | depends_on -> Account, Contact |
Case_Comment |
Salesforce | Resolution notes and agent activity | depends_on -> Case |
Account |
Salesforce | Customer context, tier, CLV | — |
Contact |
Salesforce | Customer contact for communication | depends_on -> Account |
Entitlement |
Salesforce | SLA assignment based on tier | depends_on -> Account |
Escalation_Rule |
Salesforce | Escalation path when SLA breached | — |
Call_Record |
WXCC | Interaction context and sentiment | depends_on -> Account |
Chat_Transcript |
WXCC | Digital interaction context | depends_on -> Account |
AR_Customer |
Oracle | Billing status, AR balance | syncs_to -> Account |
AR_Invoice |
Oracle | Invoice details for billing cases | depends_on -> AR_Customer |
Billing_Dispute |
Oracle | Dispute record for billing cases | depends_on -> AR_Invoice, Case |
Service_Order |
SAP | Service order for fulfillment cases | depends_on -> Case, Account |
Knowledge_Article |
Salesforce/GDrive | Resolution matching | — |
Resolution_Template |
Internal | Automation-eligible resolution patterns | triggers -> automated-remediation |
Policies: case-handling-policy, sla-policy, billing-dispute-policy, customer-tier-policy Workflows: case-triage-routing, automated-remediation, billing-dispute-resolution Integrations: sf-oracle-custops-sync, sf-wxcc-interaction-sync, sf-sap-service-sync
App 2: Unified Operations Hub¶
TMF: TMF641/TMF683 | Minimum Objects: 14
| Object | System | Role in App | Key Relationship |
|---|---|---|---|
Case |
Salesforce | Case state tracking across systems | depends_on -> Account |
Account |
Salesforce | Customer master for entity resolution | — |
AR_Customer |
Oracle | Billing state for cross-system sync | syncs_to -> Account |
AR_Invoice |
Oracle | Invoice state for billing-service correlation | depends_on -> AR_Customer |
AR_Payment |
Oracle | Payment state tracking | depends_on -> AR_Invoice |
AR_Credit_Note |
Oracle | Credit note state for reconciliation | depends_on -> Billing_Dispute |
Billing_Dispute |
Oracle | Dispute state for billing-case linking | depends_on -> AR_Invoice |
Call_Record |
WXCC | Interaction state for handoff context | depends_on -> Account |
Chat_Transcript |
WXCC | Chat state for handoff context | depends_on -> Account |
Agent_State |
WXCC | Agent availability for routing | — |
Service_Order |
SAP | Service execution state | depends_on -> Case, Account |
Field_Dispatch |
SAP | Field technician dispatch state | depends_on -> Service_Order |
SLA_Record |
SAP | SLA tracking for breach detection | depends_on -> Service_Order |
Knowledge_Article |
Salesforce/GDrive | Context cards for field technicians | — |
Policies: sla-policy, case-handling-policy, billing-dispute-policy, data-freshness-policy Workflows: cross-system-state-sync, service-fulfillment-orchestration, proactive-outreach Integrations: sf-oracle-custops-sync, sf-wxcc-interaction-sync, sf-sap-service-sync
App 3: Proactive Agent Assist Copilot¶
TMF: TMF629/TMF683 | Minimum Objects: 14
| Object | System | Role in App | Key Relationship |
|---|---|---|---|
Account |
Salesforce | Customer profile, tier, CLV, churn risk | — |
Customer_Profile |
Salesforce | Behavioral profile for personalization | depends_on -> Account |
Contact |
Salesforce | Preferred channel, role | depends_on -> Account |
Case |
Salesforce | Open/historical cases for context | depends_on -> Account |
Call_Record |
WXCC | Live interaction for real-time assist | depends_on -> Account, Agent_State |
Chat_Transcript |
WXCC | Live chat for real-time assist | depends_on -> Account |
Agent_State |
WXCC | Agent skills and availability | — |
AR_Customer |
Oracle | Billing context for recommendations | syncs_to -> Account |
AR_Invoice |
Oracle | Invoice context for billing inquiries | depends_on -> AR_Customer |
Knowledge_Article |
Salesforce/GDrive | Knowledge delivery to agent | — |
Resolution_Template |
Internal | Resolution suggestions ranked by success | — |
NPS_Response |
Social Listening | Churn signal and sentiment context | depends_on -> Account |
CSAT_Survey |
Social Listening | Post-interaction satisfaction signal | depends_on -> Call_Record |
Customer_Feedback |
Social Listening | Multi-channel feedback for sentiment | depends_on -> Account |
Policies: customer-tier-policy, agent-quality-policy, customer-experience-policy Workflows: real-time-agent-assist, customer-churn-intervention Integrations: sf-wxcc-interaction-sync, sf-oracle-custops-sync, social-feedback-feed
Cross-Application Dependency Matrix¶
Shows which entities are shared across applications (checkmark = required by that app):
| Entity | Issue Resolution | Operations Hub | Agent Assist |
|---|---|---|---|
| Account | x | x | x |
| Case | x | x | x |
| Call_Record | x | x | x |
| AR_Customer | x | x | x |
| Knowledge_Article | x | x | x |
| Chat_Transcript | x | x | x |
| AR_Invoice | x | x | x |
| Billing_Dispute | x | x | — |
| Service_Order | x | x | — |
| Contact | x | — | x |
| Entitlement | x | — | — |
| Escalation_Rule | x | — | — |
| Case_Comment | x | — | — |
| Resolution_Template | x | — | x |
| AR_Payment | — | x | — |
| AR_Credit_Note | — | x | — |
| Agent_State | — | x | x |
| Field_Dispatch | — | x | — |
| SLA_Record | — | x | — |
| Customer_Profile | — | — | x |
| NPS_Response | — | — | x |
| CSAT_Survey | — | — | x |
| Customer_Feedback | — | — | x |
Entity Count per App¶
| Application | Min Objects | Workflows | Policies | Integrations |
|---|---|---|---|---|
| Autonomous Issue Resolution | 14 | 3 | 4 | 3 |
| Unified Operations Hub | 14 | 3 | 4 | 3 |
| Proactive Agent Assist | 14 | 2 | 3 | 3 |