Compare the operating models
A fictional asks for a new pump quote; B reports an installed pump failure; C asks for repair plus a possible replacement. Sales-only records hide service work; support-only records hide buying decisions.
| Business requirement | Deal | Service case |
|---|---|---|
| A quote | Offer and buyer decision | No existing fault |
| B failure | Distorts new-sales pipeline | Issue, asset and resolution |
| C both requests | Replacement deal linked to case | Repair case linked to deal |
Work through the chosen model
Deals retain proposed scope, participants and decision progress. Cases retain issue, affected asset and service work. C’s records share context through a link; accepting the quote does not close the repair.
- Clarify requested outcome
- Create deal, case or both
- Complete each outcome independently
Linked records require clear responsibility but preserve meaningful sales/service reporting. The boundary is the promised outcome, not whether the message sounds positive.
A creates one deal, B one case, C one case plus one deal: four work records from three requests.
When the other model fits
B’s repair is chargeable. Must it become a new-product deal?
Show the worked answer
No. Keep the case and add a quotation/order link when the commercial process needs one.