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- ecosystem-catalog
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CRM, Customer Success, Support & Service Ops - Analysis¶
Planning-layer analysis for category 11. It groups the 50 candidate services into capabilities, recommends what becomes a standalone service versus a module, and captures domain, interface, and non-functional notes. For the plain item list see the browse page.
Scope & Bounded Context¶
- Primary bounded context: CRM & Support
- Group: horizontal
- Default wave / cycle: Phase 3 · Cycle 2: Horizontal SaaS
- Items: 50 candidates
This category is anchored to the ConnectSoft DDD baseline in the SaaS framework DDD blueprint and the service classification model.
Classification Breakdown¶
| Classification | Count |
|---|---|
| Microservice | 1 |
| Module-in-service | 38 |
| Platform Product | 1 |
| Portal/UI Module | 8 |
| Workflow Template | 2 |
Anti-fragmentation stance
Per ADR-0011, the 38 module candidates below are delivered inside the CRM & Support bounded-context service, not as separate microservices. Only the 2 platform/service candidates justify an independent runtime.
Standalone Service / Platform Candidates¶
| ID | Service | Tier | Status |
|---|---|---|---|
| CS-SVC-0549 | Customer Journey Orchestrator | 2 | Planned |
| CS-SVC-0550 | Voice of Customer Platform | 2 | Planned |
Portal / UI Modules¶
- Customer Import Wizard (
CS-SVC-0516) - Customer Portal (
CS-SVC-0518) - Help Center Portal (
CS-SVC-0528) - Product Feedback Inbox (
CS-SVC-0542) - Feature Request Portal (
CS-SVC-0543) - Customer Advisory Board Portal (
CS-SVC-0545) - Support Agent Dashboard (
CS-SVC-0546) - Customer Risk Dashboard (
CS-SVC-0548)
Domain, Interfaces & Data Ownership¶
- Aggregates are owned by the CRM & Support context; cross-context reads go through published contracts, never shared databases.
- Integration is event-first (outbox + integration events) per the event-driven mindset.
- APIs are contract-first and versioned through the API & Integration context.
Non-Functional Posture¶
- Multi-tenancy & edition-awareness: required for all serious candidates.
- Security: Standard baseline; secrets via the platform secret store; least privilege.
- Compliance: standard audit logging.
- Observability: OpenTelemetry traces, metrics, and structured logs.
MVP vs Future¶
- MVP (Tier 0-1): see roadmap
- Future (Tier 4-5): none
Open Questions¶
- Which module candidates, if any, develop independent scaling or ownership needs that would justify promotion to a standalone service?
- Where do this category's contracts overlap with adjacent contexts, and who owns them?