Escalation · The context transfer · Element
The package
What is passed on.
The part
What it is
The customer’s own words about the problem, what has been attempted, and any commitment made to them.
The last is the most damaging to lose, since the customer holds the organisation to it and the new handler does not know about it.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.
The other elements in the context transfer
The continuity
Whether the customer keeps one point of contact.
LearnThe verification
Whether the receiving side actually read it.
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