Account Changes is a new base case type in Telecom Service Management that establishes the foundation for all customer-initiated changes to service ownership. Transfer of Responsibility is the first of child case types extending Account Changes with its own table and journey. This hierarchy allows each account change type to carry its own fields, eligibility logic, and workflows while inheriting shared infrastructure — routing, SLAs, audit, consent frameworks, and reporting — from the parent. New account change types are added as child tables extending Account Changes rather than standalone implementations.
Base case type for all account changes — Account Changes establishes the shared infrastructure that every account change journey inherits: routing, SLAs, audit, consent capture framework, and cross-type reporting. Eliminates duplication of foundational work.
Child case type model — Transfer of Responsibility is the first child case type extending Account Changes. Each child will have its own table, fields, and workflows while maintaining connection to shared parent infrastructure. New account change types are added as new child tables, not parallel implementations.
Shared parent fields and lifecycle — All child case types inherit service scope, effective and end dates, commercial context (billing account, contract), and a five-stage lifecycle: intake and scope, eligibility evaluation, consent capture, orchestration, and completion. Ensures consistent experience and standard metrics across all account change types.
Dedicated child tables for specialization — Transfer of Responsibility carries fields specific to ownership transfer (future owner details, credit assessment, risk assessment). Seasonal Suspend carries suspension-specific fields (resume date, reason, suspension details). Each child table carries only the fields its journey needs, keeping forms focused and data clean.
Unified reporting and metrics — All account change types report through the parent, giving leadership visibility into demand shape, velocity, friction points, and outcomes across all account changes. Child-level reporting is still available for type-specific metrics.
Extensibility without platform growth — New account change types are added by creating a child table extending Account Changes and configuring its fields, eligibility rules, and orchestration targets. No modification to parent table, no impact on existing types.
New base case type: Account Changes
- Extends sn_customerservice_case with shared fields: service scope (GlideList), effective date, end date, commercial context (billing account, contract), and eligibility results (credit check, risk assessment, eligibility decision, eligibility reason, evaluated at).
- Provides shared five-stage lifecycle, routing, SLAs, audit, and consent framework inherited by all child case types.
First child case type: Transfer of Responsibility
- Extends Account Changes with fields for future owner (reference to consumer, plus denormalized first name, last name, email, E164 phone).
- Specialized eligibility checks for ownership transfer (credit assessment on incoming party, account verification).
- Consent workflow capturing signatures from current owner and incoming owner.
- Orchestration propagates changes to billing (account ownership), provisioning (service owner), and inventory.
- Agent form and views tailored to ToR workflow.
- ServiceNow platform: Zurich or later
- Required app dependency: app-billing-account
- Plugin requirement: Customer Service Problem Management plugin