Demo listing. This page uses illustrative seed metadata to demonstrate the Atlas. Claims shown here are not verified product facts.
CaseLoom
Cross-channel case management for enterprise service teams
Unifies cases arriving via CRM, email and spreadsheets into one queue with AI summarization, routing and SLA tracking.
Last verified 15 Sept 2026 · Updated 23 Sept 2026 · Metadata v2
Problem
Cases are spread across CRM, email and spreadsheets, so ownership is unclear, duplicates multiply and SLAs are missed.
Outcome
One queue, one owner per case, and SLAs that are measured and met.
Who uses it
- Customer Service Agent
- Operations Analyst
- COO
Key capabilities
Unified case queue
IncludedMerge cases from CRM, email and spreadsheet imports.
Domain:
casesDuplicate detection
AI-assistedIncludedDetect and merge duplicate cases.
AI case summaries
AI-assistedIncludedSummarize long threads for the next agent.
SLA and escalation rules
IncludedConfigurable SLAs per case type.
Domain:
slas
Typical workflow
Case triage and resolution
Trigger: An email, CRM record or spreadsheet row creates a case
Automated
Stage 1: Ingest and de-duplicate
System
AI-assisted
Stage 2: Summarize and classify
System
Automated
Stage 3: Route to team
System
Task
Stage 4: Resolve case
Service agent
Human checkpoint
Stage 5: Quality check
Team lead
Task Automated AI-assisted Human checkpoint Decision
About this foundation
CaseLoom consolidates customer and internal cases that today live in CRM records, shared mailboxes and spreadsheets. Cases are de-duplicated, summarized and routed to the right team, with SLAs, escalations and a single history.
The CRM remains the system of record for customers; CaseLoom owns the case workflow.
Related applications
- CivicCase
AI-assisted case management for public services
- • Addresses the same problem: Fragmented Systems, Slow Case Resolution
- • Same application family: Case Management
- SOC Pilot
Security operations alert triage and investigation
- • Addresses the same problem: Fragmented Systems
- • Shared capabilities: Case Management, Summarization, Workflow Automation
- Vantage Operator Control
Virtual asset operator control plane
- • Addresses the same problem: Fragmented Systems
- • Shared capabilities: Case Management, Reporting
- Lexa Knowledge Desk
Grounded enterprise knowledge assistant
- • Addresses the same problem: Fragmented Systems
- • Shared capabilities: Summarization, Reporting
- CarePath
Referral and care-coordination workflow
- • Addresses the same problem: Fragmented Systems
- • Shared capabilities: Case Management, Workflow Automation, Classification
- ReconFlow
Transaction and ledger reconciliation workbench
- • Shared capabilities: Workflow Automation, Reporting
- • Same industry: Enterprise Operations, Financial Services
Case triage and resolution
Trigger: An email, CRM record or spreadsheet row creates a case
Automated
Stage 1: Ingest and de-duplicate
System
AI-assisted
Stage 2: Summarize and classify
System
Automated
Stage 3: Route to team
System
Task
Stage 4: Resolve case
Service agent
Human checkpoint
Stage 5: Quality check
Team lead
Actors
Service agent, Team lead
Outputs
- Resolved case
- SLA report
Evidence generated
- Case history
Exceptions
- SLA breach escalates to team lead
Task Automated AI-assisted Human checkpoint Decision
Included ships in the foundation · Configurable is switched or tuned per customer · Extension is customer-specific build scope · Planned is on the roadmap and not available today.
Unified case queue
IncludedMerge cases from CRM, email and spreadsheet imports.
Domain:
casesDuplicate detection
AI-assistedIncludedDetect and merge duplicate cases.
AI case summaries
AI-assistedIncludedSummarize long threads for the next agent.
SLA and escalation rules
IncludedConfigurable SLAs per case type.
Domain:
slasCustomer self-service portal
ExtensionExternal portal for case updates.
- Architecture class
- Domain-driven design, OpenAPI-first
- Bounded contexts
- 6
- API-first
- Yes — OpenAPI contracts are authoritative
- Identity
- Enterprise OIDC / SAML via the fazeZERO identity blueprint; tenant-aware role-based access.
- Multi-tenancy
- Tenant-aware
- Service boundaries
- 6 bounded contexts behind one API server.
- Integration approach
- Ports-and-adapters: every external system sits behind an adapter; OpenAPI contracts for inbound APIs.
- Eventing
- Integration events via transactional outbox.
- Storage abstraction
- Repository interfaces; DynamoDB or relational adapters.
- Deployment pattern
- Containerized API + web application; infrastructure as code per cloud profile.
- Architecture version
- 1.0
Approved domain names
- cases
- channels
- routing
- slas
- reports
- identity
- Web Application
- API Server
- Application Services
- Domain / Generated Core
- Adapters
- Customer Systems
Generator source, templates and factory orchestration are proprietary and are not part of this listing.
Reference Adapter: shipped and tested · Previously Integrated: delivered before · Standard API Pattern: integrates via a documented pattern · Customer-Specific: built in your implementation.
CRM
| Integration | Status | Direction | Method |
|---|---|---|---|
| Salesforce | Standard API Pattern | bidirectional | REST API |
| Microsoft Dynamics 365 | Standard API Pattern | bidirectional | REST API |
Communication
| Integration | Status | Direction | Method |
|---|---|---|---|
| Microsoft 365 mail | Reference Adapter | inbound | Graph API |
Identity
| Integration | Status | Direction | Method |
|---|---|---|---|
| Microsoft Entra ID | Reference Adapter | bidirectional | OIDC |
Deployment
- Deployment models
- Customer Cloud, fazeZERO Managed
- Cloud profiles
- Azure Profile, AWS Profile
- Containerized
- Yes
- Regions
- GLOBAL
Cloud profiles describe approved deployment patterns. They are not formal marketplace certifications.
Data handling
- Stores customer data
- Yes
- Data leaves customer environment
- Configurable
- Uses external AI provider
- Configurable
- Sends logs externally
- No
- PII expected
- Determined during customer configuration
- Data-residency support
- Yes
- Subprocessors required
- Determined during customer configuration
Identity & access
- Authentication
- OIDC, Entra ID, SAML
- Authorization
- Role-Based, Tenant-Aware
- Source availability
- Proprietary
Support
- Implementation
- Delivered by fazeZERO or a certified partner during the Solution Definition and AI Production Sprints.
- Production support
- Production support available under a separate support agreement.
- Contact
- support@fazezero.com
Badges
Deployment-Ready Foundation
Application has passed the defined fazeZERO scaffold, build and testing baseline.
Customer-specific integration, security, configuration, hardening and acceptance remain part of implementation.
Issued 23 Sept 2026
fazeZERO Verified
Listing metadata and published technical claims have been reviewed by fazeZERO.
Issued 23 Sept 2026
Evidence shows that this listing represents real engineering. Internal metrics are only published when fazeZERO has approved them for publication.
Build
Automated tests
Deployment validation
- Last verification
- 15 Sept 2026
- Release
- 1.0.0
- Architecture version
- 1.0
- Listing metadata version
- 2
- Last published
- 23 Sept 2026