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Compliant intake

The regulated front door. Complaints, cases, and post-market signals captured once, classified (with AI suggestions, where you choose to turn them on), and routed to a qualified human who makes the decision.

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COMPLAINT · CMP-30981QA SIGN-OFF
Illustrative recordChoose a step or evidence row to inspect
STEP 03 · SignCurrent in example

Part 11 e-signature on the reportability decision

Inspection only. The example record and its signature state stay unchanged.
Awaiting signature — Quality AssuranceMeaning: Approval · Re-authentication required · Hash-chained on signingAWAITING SIG
Illustrative record: a complaint where AI, configured for this customer, suggests a route with visible reasoning, and a person decides.
PX-REC-01 · WHAT SHIPS

What ships in compliant intake

Case management, complaint triage, post-market intake, and human-reviewed AI routing.

  • Case management

    One controlled record from intake to closure, carrying the regulated fields and response timers the process requires.

  • Complaint triage

    Complaints classified and prioritized with reasoning a reviewer can read, question, and override before anything proceeds.

  • Post-market intake

    Signals from the field enter the same governed pipeline as every other regulated record, with the same evidence expectations.

  • Human-reviewed AI routing

    Where you turn it on, AI proposes the classification and the route, and a qualified human confirms or overrides it before anything proceeds.

PX-REC-02 · CONTROLS AND EVIDENCE

The controls that apply, and the evidence they leave

The controls live inside the ServiceNow records, not in separate documents, and everything the workflow does leaves evidence.

Controls enforced

  1. C1Human review required before any regulated classification is final
  2. C2Where AI is configured, it can suggest but cannot approve or sign
  3. C3Part 11 signatures where the process requires a signed decision
  4. C4Role controls separating intake, triage, and disposition

Evidence produced

  1. E1Original intake preserved alongside every reclassification
  2. E2Each routing decision on the record, with the reviewer who made it
  3. E3Timers and response evidence against the applicable commitment
  4. E4Closure rationale linked to the originating signal
PX-REC-03 · CONTEXT · USDM.COM

The regulatory thinking behind these workflows

How USDM thinks about compliant contact centers and governed AI in regulated processes.

PX-REC-04 · OTHER WORKFLOW PRODUCTS

Other workflow products

Each is a proven starting point, with its controls and evidence model already wired.

Bring us your hardest compliant intake workflow.

We'll walk through how it would run on your ServiceNow: governed, evidenced, and with AI only where you want it.

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