Individual skill
scn003-crm-support-ops
SCN_003 CRM support-operations solver. Resolve ticket batches (fixed-line diagnostics + gates), mobile contact-center triage, and enterprise export-complaint response packages against the shared support-console API. Apply exact metric thresholds, gate order, root-cause->team map, mobile action decision tree, and enterprise package derivation rules.
experiments/claude_code_glm_5_2_max/reports/skills/task_group_003/fewshot/fewshot_attempt_03/SKILL.md
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# SCN_003 CRM Support-Operations SOP
Executable procedure for three task families behind one support-console API. Always read `payloads/answer_template.json` first to detect which output schema is required, then follow the matching SOP. Return only JSON that conforms to the template. Preserve payload order (tickets) or ascending case_id order (mobile) exactly.
## 0. API map
Base URL: the harness-provided support console (training prompts show `http://127.0.0.1:8057`; the live base is `<remote-env-url>`). Use whatever base the harness supplies. All endpoints are GET, JSON.
Fixed-line / ticket domain:
- `GET /api/tickets/{ticket_id}` → `{ticket_id, account_id, service_area, service_type, subscribed_mbps, status, issue_summary, created_at}`
- `GET /api/accounts/{account_id}` → `{account_id, name, service_area, status, tier, authentication{last_login_status, last_login_at, account_recovery_status}}` (404 `{"error":"not_found"}` when account missing)
- `GET /api/diagnostics/{ticket_id}` → `{ticket_id, latency_ms, jitter_ms, bandwidth_mbps, root_causes[], started_at, completed_at}` (pre-troubleshooting metrics)
- `GET /api/troubleshooting/{ticket_id}` → `{ticket_id, post_latency_ms, post_jitter_ms, post_bandwidth_mbps, steps[], started_at, completed_at}` (post-troubleshooting metrics)
- `GET /api/outages` → list of `{outage_id, active, service_area, service_types[], eta_hours, impact_score, started_at}`