Kurahi Business · Department 10 of 15
Customer Service
Customer requests and cases are received in their own queue, prepared as drafts and reviewed by a person. It is served by the company-wide department queue.
What Kurahi does in this department
Agents prepare; people decide. No agent sends, pays or deletes anything on its own.
Customer service work queue
Requests, cases and documents for this department are kept in one queue; the secretariat inbox routine files incoming mail here when the email belongs to customer service.
- Inputs
- Requests, cases and documents; emails filed here by the secretariat inbox routine when they belong to this department
- Kurahi prepares
- Case with title, category, priority, flags, short summary and next step; reply draft for clean routine mail
- Checks
- Requester and description required; do not claim external actions were performed; document reviews require a source attachment
- Connected systems
- Microsoft 365 mail (read) and Outlook drafts (write.mailDraft); nothing sent
- Autonomy
- L1 準備 via secretariat-inbox-full; no sending, payments, bookings or account changes; flagged mail gets no reply
Department workspace: Customer cases
Customer cases are listed with priority, due date and owner.
- Inputs
- Work items in the project queues mapped to this department
- Kurahi prepares
- Read-only list of records with status, priority, due date and owner
Work queues
- Customer service
Policy checks
- Requester and description required
- Do not claim external actions were performed
- Document reviews require a source attachment
In every department
- Its own workspace, and an agent conversation that knows the department
- Incoming mail routed into the department's queue
- Approval routes with the required approvers and separation of duties
- Word, Excel and PowerPoint documents
- Signed evidence for every step
- A morning brief of decisions waiting and items escalated
Shared connectors
- kintone
- Gmail
- Box
- LINE WORKS
- Microsoft 365
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