Abstract: The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Abstract: The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Abstract: The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Abstract: Provided are communication management techniques useful for delivering communications to client instances that have been impacted by a particular issue. The communication management techniques include determining an issue that impacts two or more client instances, generating and presenting a communications management graphical user interface (GUI), and sending communications to each client instance in response to a selection of a selectable communication action. The communications management GUI may include a communications portion configured to perform a selectable communication action related to the issue that impacts two or more client instances, and the selectable communication action may be configurable to send one or more communications to each client instance.

Abstract: The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Abstract: Techniques for recursively generating a plug-in application recipe (PIAR) are disclosed. A PIAR management application manages a particular PIAR in an active state. The PIAR management application manages PIAR specifications, each identifying a trigger and an action. The action is conditional on the trigger. The particular PIAR includes a particular trigger and a particular action. The particular action includes a child PIAR specification that defines, for a child PIAR, a second trigger and a second action to be executed when the second trigger is satisfied. In response to detecting that the particular trigger is satisfied, the PIAR management application creates the child PIAR. The PIAR management application monitors the second trigger concurrently with the particular trigger, which the PIAR management application did not do before creating the child PIAR.

Abstract: Provided are communication management techniques useful for delivering communications to client instances that have been impacted by a particular issue. The communication management techniques include determining an issue that impacts two or more client instances, generating and presenting a communications management graphical user interface (GUI), and sending communications to each client instance in response to a selection of a selectable communication action. The communications management GUI may include a communications portion configured to perform a selectable communication action related to the issue that impacts two or more client instances, and the selectable communication action may be configurable to send one or more communications to each client instance.

Abstract: Techniques for recursively generating a plug-in application recipe (PIAR) are disclosed. A PIAR management application manages a particular PIAR in an active state. The PIAR management application manages PIAR specifications, each identifying a trigger and an action. The action is conditional on the trigger. The particular PIAR includes a particular trigger and a particular action. The particular action includes a child PIAR specification that defines, for a child PIAR, a second trigger and a second action to be executed when the second trigger is satisfied. In response to detecting that the particular trigger is satisfied, the PIAR management application creates the child PIAR.