The attached document captures the primary use cases and business process based upon the Istanbul release. The document covers the following:

• Overview
• Principles and Concepts
• Supporting Processes
• Case State Model
• Case Routing and Assignment
• Case Prioritization (for B2B)
• Relationships with Other Processes
• Core Customer Service Processes
• Customer Self Service Processes for B2C
• Customer Self Service Processes for B2B
• Customer Self Service Processes Common for B2B/B2C
• Knowledge Management Processes
• Partner Self-Service Processes for B2B
• Field Service Management Processes
• Measuring and Reporting