CUSTOMER SUPPORT CASE MANAGEMENT PROCESS

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[ ] Create Support Case: Create a new entry in the 'Support Cases' data model when a customer submits a request via web form or email.
[ ] Update Case Priority: Update the priority field of the Support Case entry based on the severity defined in the initial submission.
[ ] Fetch Customer Profile: Retrieve existing customer data from the 'Customers' data model using the email address provided in the new case.
[ ] Calculate SLA Deadline: Calculate the required response time by adding a fixed number of hours to the 'Created Date' based on the Case Priority.
[ ] Assign Agent to Case: Create a task for the Support Tier 1 Agent to review the new incoming case.
[ ] Check Knowledge Base: Retrieve relevant articles from the 'Knowledge Base' data model that match the keywords in the case description.
[ ] Internal Investigation Task: Create a sub-task for technical engineers if the case is flagged as a 'Bug'.
[ ] Send Acknowledgment Email: Send an automated email to the customer confirming that their case has been received and providing a Case ID.
[ ] Log Interaction: Update the 'Support Case' entry to include a timestamped log of the initial triage.
[ ] Calculate Average Resolution Time: Aggregate all 'Closed' cases from the last 30 days to calculate the average time taken to resolve issues.
[ ] Update Case Status to 'Resolved': Update the status of the Support Case entry once all checklist items in the resolution task are completed.
[ ] Notify Customer of Resolution: Send an email to the customer notifying them that their case has been marked as resolved.
[ ] Create Feedback Survey: Create a new entry in the 'CSAT Surveys' data model linked to the completed Support Case.
[ ] Weekly Support Volume Report: Generate a report summarizing the number of new, open, and closed cases for the weekly management review.
[ ] Cleanup Transient Logs: Delete temporary debug logs or transient entries associated with the support case once the case is closed and archived.

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