Abstract: Methods and apparatus for mapping an action, occurring within a customer servicing computer system, from a meta-level domain to tasks within a system-level domain are described. The actions are defined to have a plurality of data-fields, each of which has attributes. For a subset of the meta-data fields, and for each field within the subset, the mapper key is formed from a portion of the attributes. Each mapper key is compared with a set of task templates. The task templates define a sequence of system-level domain tasks. If there is a match of all the mapper keys with a respective template, then a system-level domain task sequence is formed to give effect to the action as the collective tasks of all task templates.