Account-Aware Intake
Relate cases to customer, contact, asset and coverage.
Account-Aware IntakeRelate cases to customer, contact, asset and coverage.
Commitments in ContextApply configured service levels and business clocks.
Technical RecoveryConnect incident response without losing case ownership.
Qualified HandbackBring field completion evidence back for support review.
CaseTechnical response
Unite case ownership, entitlement, incident recovery and field execution in one connected service journey.
What Connects Here
Explore in detailCommitments in Context
Apply configured service levels and business clocks.
Technical Recovery
Connect incident response without losing case ownership.
Qualified Handback
Bring field completion evidence back for support review.
Case → Technical response → Handback
Explore the details below, then bring your workflow, source data and questions to a guided conversation.
Built into the platform
The capabilities behind
the experience.
Account-aware cases
Validate customer, contact and affected-CI relationships.
Coverage and entitlements
Match configured contracts and service coverage.
Service commitments
Maintain response and resolution commitments.
Business clocks
Apply configured calendars and pause rules to supported workflows.
Qualified dispatch
Check skills, expiry, coverage, workload and resource absence.
Work plans
Use published plans, dependencies and required checklists.
Actual product view
Inside Connected Customer Service.
See the running demo environment. Features and records are subject to your role, configuration and integrations.
Connected capabilities
Explore the workspaces
that make it possible.
01 / customer
Customer Service Management
Connect account context, installed assets, entitlements, business service levels, playbooks, major cases and technical recovery.
Explore 02 / serviceService Levels & Availability
Connect configured service levels and business calendars with customer cases, incidents and recorded outage intervals.
Explore 03 / customerField Service Management
Coordinate qualified dispatch, work orders, appointments, recurring schedules and verified completion with cases and incidents.
ExploreImplementation context
Features depend on enabled modules, configured roles, source data and supported integrations. Agree your implementation scope and acceptance criteria during discovery.
Who this is for
Customer support managers,Technical incident owners,Field service coordinators
A customer problem may need account-aware support, technical restoration and an on-site visit, but each team can lose context at the handoff. The challenge is to keep coverage, ownership and evidence connected while preserving the distinct responsibilities of customer, technical and field work.
Illustrative walkthrough
Illustrative workflow: connect a customer case to verified service handback
In this illustrative scenario, a customer reports a service problem involving installed equipment. Support reviews the account and recorded entitlement, relates the case to technical response and coordinates qualified field work where needed before reviewing completion evidence and communicating the service handback.
01Establish the customer service promise
Capture the account-scoped case and inspect coverage, entitlement and configured service targets. Use the relevant case playbook and customer context to identify responsible support ownership. Do not assume that a technical incident alone contains the customer’s contractual coverage or communication needs for this specific issue.
02Connect technical and qualified field work
Relate the case to the affected service, configuration item and technical incident where appropriate. If on-site work is required, review qualified coverage, work plans and appointment context. Preserve each team’s responsibility so a case handoff does not blur technical recovery with field completion.
03Review evidence before customer handback
Inspect execution evidence and the verification or handback state of field work alongside technical recovery context. Keep support ownership of the customer follow-up. Evaluate whether the final case explains what was done and what remains open before treating completion as an accepted customer outcome.
Inspect the case, coverage, technical link, qualified work and verification evidence as a connected journey. A useful demonstration should preserve each team’s accountability and customer context without implying that a closed technical task automatically fulfills every service commitment.
Explore the platform
See Qintorava in action.
Open a workspace for a closer look.
Prepare the evaluation
Bring the right inputs.
What to prepare
- Representative account and entitlement context
- Affected service and technical response roles
- Qualified field coverage and handback criteria
Candidate measures to agree
- Cases linked to relevant technical response
- Field handbacks carrying completion evidence
- Customer follow-ups with accountable support owners
These are evaluation criteria, not promised outcomes. Agree the baseline, scope, source coverage and acceptance method with the responsible owners before drawing conclusions.
Questions for this topic
Get the details.
Is a customer case the same as an internal incident?
A case represents account-aware customer service work, including coverage and communication context. An internal incident represents technical response and restoration work. Evaluate how the records connect while retaining their separate owners, responsibilities and evidence rather than trying to collapse them into one workflow.
Does every customer issue require field service?
No. Use the service context and technical investigation to determine the appropriate path. Where qualified on-site work is required, evaluate coverage, work planning, evidence and handback. The connected workflow should also support cases that remain entirely within customer support and technical response.
When should support consider the service handback complete?
Agree the relevant technical, field and customer review criteria during discovery. Inspect completion evidence and unresolved work before deciding on handback. A field task status or incident closure is useful context, but it should not silently replace the organization’s customer follow-up and verification responsibilities.
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when everything connects.
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