ABSTRACT
Service requests deal with the process of delivering a service that a customer requested from a commercial organization or government agency. These service requests include complex interactions between the customer and the service provider and often contain investigations to reach the end result. The ability of the case workers to select and provide the components of the service necessary to satisfy the customer is critical to successful closure of the cases. In the interaction with the customer, different channels are used such as mail, Internet, mobile, direct communication, and letter. Processing the request within the organization is completed with a variety of processes and actions that require support from different departments and applications.
