README

Post-Sales Support and Service Excellence Coordination

Overview

Nexus\CustomerServiceOperations orchestrates the complete Customer Support Lifecycle, connecting customer requests with internal knowledge and resources. It coordinates workflows across CRM, Messaging, Content, Document, and Workflow domains.

Progressive Disclosure Philosophy

This orchestrator scales with your business needs:

Tier 1: Essential (Small Business)

• Basic Ticket Creation & Lifecycle
• Simple Email Messaging
• Basic Knowledge Base Lookup
• Manual Agent Assignment

Tier 2: Growth (Mid-Market)

• Ticket Prioritization & Categorization
• Multi-channel Messaging (Email, SMS)
• Basic SLA Management (Response Time tracking)
• Customer Interaction History Integration

Tier 3: Enterprise (Large Corporation)

• Intelligent Ticket Routing (Skills-based)
• Advanced SLA Escalations (Multi-level, automatic reassignment)
• Knowledge-Infused Automated Suggestions for agents
• Ticket Attachments & Case Files management
• Complex Workflow State Machines

Architecture

src/
├── Contracts/           # Orchestrator interfaces (dependency inversion)
│   ├── TicketInterface.php
│   ├── CustomerInterface.php
│   ├── AgentInterface.php
│   ├── MessageInterface.php
│   ├── KnowledgeBaseArticleInterface.php
│   ├── SlaInterface.php
│   ├── TicketRepositoryInterface.php
│   ├── TicketLifecycleWorkflowInterface.php
│   └── ...
├── Coordinators/        # Stateless traffic cops
│   ├── TicketRoutingCoordinator.php
│   ├── KnowledgeSuggestionCoordinator.php
│   └── ...
├── Workflows/           # Stateful long-running processes
│   ├── TicketLifecycleWorkflow.php
│   ├── SlaEscalationWorkflow.php
│   └── ...
├── Services/            # Pure business calculations
│   ├── SlaCalculator.php
│   ├── AgentSkillMatcher.php
│   └── ...
├── Listeners/           # Event reactors
│   ├── OnTicketCreatedRouteTicket.php
│   ├── OnSlaBreachedEscalate.php
│   └── ...
├── Rules/               # Validation constraints
│   ├── SlaComplianceRule.php
│   ├── AgentAvailabilityRule.php
│   └── ...
├── DataProviders/       # Cross-package data aggregation
│   ├── TicketContextProvider.php
│   └── ...
├── DTOs/                # Strict data contracts
│   ├── TicketDTO.php
│   ├── RoutingResultDTO.php
│   └── ...
├── Enums/               # Type-safe enumerations
│   ├── TicketStatus.php
│   ├── TicketPriority.php
│   ├── SlaStatus.php
│   └── ...
└── Exceptions/          # Domain-specific errors
    ├── TicketNotFoundException.php
    ├── SlaBreachException.php
    └── ...

Event-Driven Integration

Events Published

Event Listeners

Progressive Disclosure Matrix

Installation

composer require azaharizaman/nexus-customer-service-operations

Required Dependencies (via Adapters)

License

MIT License - See LICENSE file.