Schema Reference¶
Complete reference for the customer operations semantic schema — 10 domains, ~35 tables across 6 source systems, aligned to TMF Open APIs and ITIL v4.
Source File: enterprise-knowledge/customer-ops-schema.yaml
Domain 1: Customer & Account Management¶
System: Salesforce | TMF: Customer Management (TMF629) | ITIL: Service Relationship Management
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
Account |
Customer/subscriber/enterprise account master | high | Account_ID, Name, Segment (Enterprise/SMB/Consumer), Tier (Platinum/Gold/Silver/Bronze), Industry, Region, CLV, Churn_Risk_Score, Status (Active/Suspended/Churned), Owner_ID |
Contact |
Customer contact persons | medium | Contact_ID, Account_ID, Name, Email, Phone, Role (Decision_Maker/Technical/Billing/End_User), Preferred_Channel (Phone/Email/Chat/Portal), Primary_Flag |
Customer_Profile |
Aggregated behavioral profile | medium | Profile_ID, Account_ID, Tenure_Months, Total_Interactions, Avg_CSAT, NPS_Score, Product_Holdings, Usage_Trend (Growing/Stable/Declining), Last_Interaction_Date |
Key Relationships:
Account--syncs_to-->AR_Customer(via sf-oracle-custops-sync)Account--triggers--> Customer Churn Intervention workflowAccount--constrained_by--> customer-tier-policyContact--depends_on-->AccountCustomer_Profile--depends_on-->Account
Domain 2: Case & Service Management¶
System: Salesforce | TMF: Trouble Ticket (TMF621) | ITIL: Incident / Service Request Management
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
Case |
Customer case/ticket/trouble ticket | high | Case_ID, Account_ID, Contact_ID, Subject, Description, Type (Incident/Service_Request/Billing_Inquiry/Complaint/Feedback), Priority (Critical/High/Medium/Low), Status (New/In_Progress/Pending_Customer/Escalated/Resolved/Closed), Origin (Phone/Email/Chat/Portal/Social), Owner_ID, SLA_Deadline, Escalation_Level (L1/L2/L3), Resolution_Code |
Case_Comment |
Case activity log and agent notes | low | Comment_ID, Case_ID, Author_ID, Body, Is_Public, Created_Date |
Entitlement |
Customer SLA entitlement based on tier | medium | Entitlement_ID, Account_ID, Service_Level (Premium_24x7/Business_8x5/Standard), Response_Time_Hours, Resolution_Time_Hours, Status (Active/Expired) |
Escalation_Rule |
Escalation path definition per case attributes | medium | Rule_ID, Trigger_Condition, Escalation_Level, Target_Team, SLA_Hours, Auto_Escalate_Flag |
Key Relationships:
Case--triggers--> Case Triage & Routing workflowCase--triggers--> Automated Remediation workflow (when type matches known pattern)Case--constrained_by--> case-handling-policy, sla-policyCase--escalates_to-->Escalation_Rule(on SLA breach)Case_Comment--depends_on-->CaseEntitlement--depends_on-->Account
Domain 3: Contact Center Operations¶
System: Webex Contact Center (WXCC) | TMF: Interaction (TMF683)
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
Call_Record |
Voice interaction record | high | Call_ID, ANI (caller number), DNIS (dialed number), Account_ID (resolved), Agent_ID, Queue_ID, Start_Time, End_Time, Duration_Seconds, Hold_Time_Seconds, Wrap_Time_Seconds, Disposition (Resolved/Transferred/Escalated/Callback/Abandoned), Sentiment_Score (-100 to +100), Recording_URL, Transcript_ID |
Chat_Transcript |
Digital chat interaction | medium | Chat_ID, Account_ID, Agent_ID, Channel (Web_Chat/WhatsApp/SMS/Social), Start_Time, End_Time, Message_Count, Sentiment_Score, Disposition, Transcript_Text |
Agent_State |
Real-time agent availability and status | medium | State_ID, Agent_ID, State (Available/On_Call/Wrap_Up/Break/Offline/Training), Queue_ID, Since_Timestamp, Skills (Billing/Technical/Retention/General) |
Queue |
Contact center queue definition | low | Queue_ID, Name, Type (Voice/Chat/Email/Blended), Skill_Required, SLA_Threshold_Seconds, Current_Wait_Time, Agents_Available, Calls_Waiting |
IVR_Journey |
Customer IVR navigation path | low | Journey_ID, Call_ID, Steps_Taken, Selections, Self_Service_Attempted, Self_Service_Result (Resolved/Abandoned/Agent_Transfer), Duration_Seconds |
Key Relationships:
Call_Record--triggers--> Real-Time Agent Assist workflow (on interaction start)Call_Record--depends_on-->Account(via ANI lookup)Call_Record--depends_on-->Agent_StateChat_Transcript--triggers--> Real-Time Agent Assist workflowIVR_Journey--triggers--> Case Triage & Routing workflow (on agent transfer)
Domain 4: Billing & Revenue¶
System: Oracle | TMF: Billing (TMF678) | ITIL: Financial Management
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
AR_Customer |
Accounts Receivable customer record | high | Customer_ID (maps to SF Account), Customer_Name, Credit_Limit, AR_Balance, Collection_Priority (Priority/Standard/Monitored/Basic), Payment_Terms, Currency, Status |
AR_Invoice |
Customer invoice for services | high | Invoice_ID, Customer_ID, Invoice_Date, Due_Date, Total_Amount, Tax_Amount, Status (Open/Partially_Paid/Paid/Overdue/Disputed/Written_Off), Linked_Service_Order_ID |
AR_Payment |
Payment received against invoice | high | Payment_ID, Invoice_ID, Customer_ID, Amount, Payment_Date, Payment_Method (Bank_Transfer/Credit_Card/ACH/Check), Applied_Flag |
AR_Credit_Note |
Credit memo for disputes/adjustments | high | Credit_Note_ID, Customer_ID, Invoice_ID, Amount, Reason (Billing_Error/Service_Failure/Goodwill/Dispute_Resolution/Promotional_Credit), Status, Approval_Status |
Billing_Dispute |
Customer billing dispute record | high | Dispute_ID, Customer_ID, Invoice_ID, Case_ID (maps to SF Case), Dispute_Type (Overcharge/Double_Billing/Service_Not_Received/Rate_Disagreement/Late_Fee), Dispute_Amount, Status (Open/Under_Review/Approved/Rejected/Partially_Approved), Resolution_Amount, Resolved_Date |
Key Relationships:
AR_Customer--syncs_to-->Account(bidirectional via sf-oracle-custops-sync)AR_Invoice--triggers--> Billing Dispute Resolution workflow (when disputed)Billing_Dispute--constrained_by--> billing-dispute-policyAR_Credit_Note--depends_on-->Billing_DisputeBilling_Dispute--depends_on-->AR_Invoice,Case
Domain 5: Service Fulfillment¶
System: SAP | TMF: Service Order (TMF641) | ITIL: Service Request Fulfillment
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
Service_Order |
Service work order for fulfillment | high | Service_Order_ID, Account_ID, Case_ID, Type (Installation/Modification/Repair/Deactivation/Migration), Status (Open/Scheduled/In_Progress/Completed/Cancelled), Priority, Scheduled_Date, Completion_Date, Assigned_Team |
Field_Dispatch |
Field technician dispatch record | medium | Dispatch_ID, Service_Order_ID, Technician_ID, Status (Assigned/En_Route/On_Site/Completed/Failed/Rescheduled), ETA, Actual_Arrival, Outcome (Resolved/Partial/Failed/Customer_Absent), Parts_Used |
SLA_Record |
Service level agreement tracking | high | SLA_ID, Account_ID, Service_Order_ID, Response_SLA_Hours, Resolution_SLA_Hours, Response_Actual_Hours, Resolution_Actual_Hours, Breach_Flag, Breach_Type (Response/Resolution/Both) |
Key Relationships:
Service_Order--triggers--> Service Fulfillment Orchestration workflowService_Order--depends_on-->Case,AccountService_Order--constrained_by--> sla-policyField_Dispatch--depends_on-->Service_OrderSLA_Record--depends_on-->Service_OrderSLA_Record--escalates_to-->Escalation_Rule(on breach)
Domain 6: Agent Performance & Quality¶
System: WXCC / Salesforce | TMF: Interaction (TMF683) / Workforce Management
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
Agent_Metrics |
Aggregated agent performance metrics | medium | Agent_ID, Period (Daily/Weekly/Monthly), Calls_Handled, Avg_Handle_Time, First_Call_Resolution_Rate, CSAT_Avg, Adherence_Pct, Utilization_Pct, Upsell_Count, Quality_Score |
Quality_Score |
QA evaluation per interaction | medium | Score_ID, Call_ID, Agent_ID, Evaluator_ID, Overall_Score (0-100), Greeting_Score, Resolution_Score, Compliance_Score, Empathy_Score, Feedback |
CSAT_Survey |
Post-interaction customer satisfaction survey | low | Survey_ID, Interaction_ID, Account_ID, Score (1-5), Comments, Response_Date, Channel |
Key Relationships:
Agent_Metrics--depends_on-->Call_Record,Chat_Transcript,CaseQuality_Score--depends_on-->Call_RecordQuality_Score--constrained_by--> agent-quality-policyCSAT_Survey--depends_on-->Call_RecordorChat_Transcript
Domain 7: Knowledge & Resolution¶
System: Salesforce / Google Drive | ITIL: Knowledge Management
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
Knowledge_Article |
Published resolution article | medium | Article_ID, Title, Category (Billing/Technical/Account/Service/Policy), Body, Resolution_Steps, Version, Status (Draft/Published/Archived), Usage_Count, Success_Rate, Last_Updated |
Resolution_Template |
Structured resolution template for automation | medium | Template_ID, Issue_Type, Steps (ordered JSON), Systems_Involved (Salesforce/Oracle/SAP/WXCC), Automation_Eligible, Success_Rate, Avg_Resolution_Minutes |
SOP_Document |
Standard operating procedure (NLP-extracted) | medium | SOP_ID, Document_Path, Title, Category, Effective_Date, Version, Key_Steps_Extracted, Extraction_Confidence |
Key Relationships:
Knowledge_Article--triggers--> Knowledge Delivery workflow (on case match)Resolution_Template--triggers--> Automated Remediation workflowSOP_Document--depends_on--> unstructured extraction pipelineKnowledge_Article--constrained_by--> knowledge-management-policy
Domain 8: Customer Sentiment & Feedback¶
System: Social Listening / Salesforce | TMF: Customer Management (TMF629)
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
NPS_Response |
Net Promoter Score survey response | low | Response_ID, Account_ID, Score (0-10), Category (Promoter/Passive/Detractor), Verbatim, Survey_Date, Follow_Up_Required |
Customer_Feedback |
Multi-channel customer feedback aggregation | low | Feedback_ID, Account_ID, Source (Survey/Social/Review/Portal/Email), Sentiment_Score (-100 to +100), Topic (Service/Billing/Product/Experience), Date |
Brand_Sentiment |
Aggregated brand/service sentiment | low | Sentiment_ID, Brand, Service_Category, Platform (Twitter_X/Reddit/Review_Site/Industry_Forum), Sentiment_Score (-100 to +100), Topic, Mention_Count, Period |
Key Relationships:
NPS_Response--triggers--> Customer Churn Intervention workflow (Detractor score)Customer_Feedback--triggers--> Proactive Outreach workflow (negative sentiment)Brand_Sentiment--constrained_by--> customer-experience-policy- All ingested via
social-listening-feedintegration
Domain 9: Communication History¶
System: Salesforce / WXCC | TMF: Interaction (TMF683)
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
Email_Record |
Inbound/outbound email interaction | medium | Email_ID, Case_ID, Account_ID, Direction (Inbound/Outbound), Subject, Body_Preview, Sentiment_Score, Agent_ID, Timestamp |
SMS_Record |
SMS notification or interaction | low | SMS_ID, Account_ID, Direction, Message_Text, Status (Sent/Delivered/Failed/Read), Timestamp |
Activity_Log |
Generic Salesforce activity (task, event, call log) | low | Activity_ID, Account_ID, Case_ID, Type (Task/Event/Call/Email), Subject, Status, Due_Date, Owner_ID |
Key Relationships:
Email_Record--triggers--> Case Triage & Routing workflow (inbound email)Email_Record--depends_on-->CaseSMS_Record--depends_on-->AccountActivity_Log--depends_on-->Case,Account
Domain 10: Problem & Trend Analysis¶
System: Internal (derived) | ITIL: Problem Management
| Table | Semantic | Risk | Key Fields |
|---|---|---|---|
Problem_Record |
Root cause record for recurring incidents | high | Problem_ID, Title, Description, Related_Case_IDs (array), Root_Cause, Status (Open/Under_Investigation/Known_Error/Resolved), Impact_Scope (Individual/Segment/System_Wide), Affected_Accounts_Count, Owner_ID |
Trend_Alert |
Detected pattern/anomaly in case or interaction data | medium | Alert_ID, Pattern_Type (Volume_Spike/New_Issue_Type/Sentiment_Shift/SLA_Degradation), Severity (Low/Medium/High/Critical), Affected_Category, Detection_Date, Case_Count, Description |
Key Relationships:
Problem_Record--triggers--> Root Cause Analysis workflowProblem_Record--depends_on-->Case(multiple)Trend_Alert--triggers--> Proactive Outreach workflowTrend_Alert--constrained_by--> case-handling-policy