A process in practice
Route a service request to the right owner
Keep the request, missing information, ownership and resolution connected as different teams contribute.
← All use casesThe starting point
What starts the work?
A request arrives that needs input or action from more than one team.
An illustrative process
Follow the route
from request to action.
Each step brings in the information, judgment or action the work needs.
- 01
AI assistance and connected systems
Collect the useful context
Read the request and relevant records, then identify the information needed to proceed.
- 02
Business rules and process routing
Find the route and owner
Apply the routing rules and assign the work to the team or person responsible for the next step.
- 03
The responsible person
Handle the exception
Ask the responsible person to resolve an unclear request or a decision outside the agreed rules.
- 04
Connected systems and process tracking
Record the resolution
Complete the configured actions and keep the result with the request so the next person has the context.
Keep authority clear
Agree who can
decide and act.
- The process defines which requests can proceed under rules and which need a person to decide.
- An unanswered question or failed action remains open for the configured follow-up path.
Bring your reality
Questions worth
starting with.
- Which requests are repeatedly passed between teams?
- What information is usually missing when the request arrives?
- What evidence tells the owner that the request is resolved?
Start with the work on your mind
Where does your
process get stuck?
Bring a process, a recurring exception or a handoff that takes too much chasing. We’ll explore where Mossaic could help.
Book a demo