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EntiHub Documentation

Support Case Reason Taxonomy

Customer Support — Case Reason & Resolution Code Taxonomy

Support KPIs and AI triage need a stable taxonomy of reasons and resolutions with aliases for free-text mapping.

Why this is needed

Free-text reasons destroy defect analytics.
AI triage needs approved target codes.
CRM and quality teams must share one list.

Proposed entities in EntiHub

Governance settings

Setting	Recommended value	Why
`approvalRequired`	`true`	Taxonomy changes affect quality KPIs.
`historyEnabled`	`true`	History of code renames.
`allowSameAuthorApproval`	`false`	Maker/checker separation for sensitive changes.
`deletedRetentionDays`	`90` (or higher)	Soft-delete retention for auditability.

Entity definition (YAML sketch)

name: case_reason
displayName: Case reason
domain: Support
description: Case reason
version: "1.0.0"
approvalRequired: true
historyEnabled: true
deletedRetentionDays: 90
displayRefColumn: reason_code
uniqueConstraints:
  - name: uq_case_reason_reason_code
    columns: [reason_code]
aliases:
  enabled: true
similarity:
  enabled: true
  topN: 5
  minScore: 0.35
  columns:
    - name: name
      weight: 1.0
      matchMode: fuzzy
columns:
  - name: reason_code
    dataType: string
    nullable: false
    maxLength: 32
  - name: name
    dataType: string
    nullable: false
    maxLength: 128
  - name: category
    dataType: string
    nullable: false
    maxLength: 64
  - name: status
    dataType: string
    nullable: false
    maxLength: 16

YAML sketches

Sketches highlight the important fields and governance flags. Trim or extend columns to match your domain. See Setup Entity for the full YAML reference.

Sample data

reason_code	name	category	status
SHIP-DELAY	Shipping delay	Logistics	active
BILL-ERR	Billing error	Finance	active

Benefits for the company

Stable support KPIs.
Better AI auto-classification.
Shared CRM taxonomy.