- Stage
- 3Elicit Requirements
- Stage checks
- 1 of 2 checks met
- Process owner
- Maya Haddad
- Gaps
- 6
Answer customers quickly and right the first time, with urgent problems seen first.
- 1 ✓Understand the Business Need
- 2 ✓Identify Stakeholders
- 3Elicit Requirements
- 4Analyze & Model Requirements
- 5Validate & Prioritize Requirements
Elicit the requirements: interviews, workshops, observation, surveys… planned, held and confirmed by the participants.
To leave “Elicit Requirements”Current stage
- An elicitation activity was held and its findings confirmed.
- No activity held is waiting for confirmation.
- Purpose
- Answer customers quickly and right the first time, with urgent problems seen first.
- Starts when
- A customer reports a problem or asks a question.
- Ends with
- The ticket is solved, and the customer agrees.
- In scope
- Tickets from every channel, triage, investigation, escalation and resolution; timed tasks of the support team.
- Out of scope
- Sales enquiries.
- Process owner
- Maya Haddad
The solution elements that realize the process: case models, workflows, interventions, forms, documents, engine models, AI flows, sheets, reports and platform services. One process spans many.
Case typeCase typesupport-ticketTicket
Process workflowProcess workflowWF-2Ticket triage
AI agent flowAI agent flowAF-6Ticket priority triage
Case modelCase modelCM-15Timed task
Master data tableMaster data tableMD-4Customer Interaction ChannelsMaster data tableMD-13Customer Complaint TaxonomyMaster data tableMD-7Roots Holding — Organizational HierarchyMaster data tableMD-15Organization Customers — EgyptMaster data tableMD-17Retail Customer Golden RecordsMaster data tableMD-25Service Level Targets FY2026