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Reference and guide to SFIA version 7. Framework status: Current standard.

#1249 CSMG - make inclusive to broader range of customer service delivery channels : change request accepted

CSMG - refresh language to make explicitly inclusive to broader range of customer service delivery channels including human, digital, self service and automated.

Attached to Customer service support

accepted

What we decided

Accepted. One of a number of skill updates to support broader inclusion and for digital transormation and digital service provision.

What we changed

Changes made to overall skill description, level, 4,5 and 6 skill descriptions. Re-order level 5 to put defining feature first.

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