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TASK-OPS-103-03 · Task family

Multi-turn issue resolution. Necessary clarification, accurate tool use and the correct resolution.

Custom buildenvironment · ENV-OPS-103 CaseDeskrole · Customer Support Specialist

Overview. Identify the affected workspace and cause, and resolve or route the issue.

A customer reports a vague problem. The agent has to ask the questions that narrow it down, find the right account and workspace, and resolve the issue or route it correctly.

The simulated customer knows only what a real user would and answers consistently. Guessing the workspace, or giving generic advice without investigating, both fail.

Value to the buyer

Trains clarification and investigation, the skills that separate resolution from plausible answers.

Specification. The task family, field by field.

spec · task/task-ops-103-03.yamlENV-OPS-103
task_id:
TASK-OPS-103-03
domain:
Customer Support & Service Operations
parent_environment:
ENV-OPS-103 · CaseDesk
target_role:
Customer Support Specialist
objective:
Identify the affected workspace and cause, and resolve or route the issue.
starting_context:
A new case with a one-line description, the customer's account with two workspaces on different plans, and the knowledge base.
tools:
  • get_customer
  • get_subscription
  • get_service_incident
  • update_case
  • escalate_case
required_actions:
  • Ask the clarifying questions needed to identify the workspace
  • Check entitlements and configuration for that workspace
  • Resolve, or route to the right team with the findings
expected_outputs:
  • Updated case with cause and resolution
  • A reply to the customer
interaction:
Multi-turn conversation with a simulated customer.
verification:
The verifier checks the identified workspace, cause and resolution against the scenario's ground truth.
reward:
Credit for the correct identification and resolution, and for clarification that wasn't excessive.
difficulty:
Calibrated against reference models during acceptance testing
task_horizon:
Multi-turn. Execution limits are agreed with the buyer.
delivery:
Task instances with customer profiles, reference conversations and verifier code.
commercial_unit:
Per validated task instance

Sample prompt. What the agent is asked to do, as a buyer would see it.

prompt · task-ops-103-03Example
A user at Norhaven Labs writes: 'Exports keep failing since Monday.' Norhaven has two workspaces, one on the Starter plan and one on Business. Find out what's happening and resolve it.

Verification criteria. What the verifier checks, and how.

  • Workspace identified

    The agent asks which workspace and export destination before acting.

  • Entitlement checked

    Exports to cloud storage aren't included on Starter. The agent says so if that's the workspace.

  • Cause found

    On Business, the storage credential expired on Monday.

  • Correct resolution

    The user is guided to renew the credential, or the case is routed with the finding.

  • Efficient dialogue

    No redundant questions about information already in the account.

Key failure modes. Where agents go wrong on this task.

  • Assuming the Business workspace without asking
  • Pasting a generic troubleshooting article
  • Upselling the Starter workspace when the problem is on Business

Other task families. The rest of CaseDesk, on the same EnterpriseWorld state.

Every environment is built to order. Tell us which workflow you need to train or evaluate, and where you are in the process.

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