Scenario Library
Select a scenario to begin your training session.
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Customer
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Scenario
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Investigation Note
Internal note — not visible to customer
Your note must include:
Issue: Short summary of what the customer contacted about
Systems checked: Which systems you checked and what each showed
Action taken: What action you took and what the next steps are
Session Progress
Understand customer intent
Document findings
Resolve or escalate
Intent Identification Drill
Read each message and identify the customer's intent
1 / 5
Generating your scenarios...
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Score
Drill Complete
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💬 Overall Feedback
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Score
Session Complete
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Score Breakdown
💬 Feedback
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My Progress
Track your performance across all scenarios.
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Intent Quiz
1 / 10
Phase 1 — Explicit Intent
Generating your questions...
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Score
Quiz Complete
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💬 Overall Feedback
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Ticket Triage Quiz
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Ticket Progress
Nine Archetypes
1Change of mind returns & compatibility
2Post-purchase product issues & warranty
3WIMO — Where is my order?
4Wrong address & warehouse issues
5Pre-purchase questions
6Delivery issues (DNR / LIT)
7Case exchange
8Discounts & invoices
9Order modification & cancellation
Triage Options
✅ Resolve — respond and close
❓ Request more info from customer
🔍 Investigate internally first
👥 Peer check before responding
🔺 Escalate to senior / manager
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Score
Quiz Complete
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💬 Overall Feedback
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Fluency Drill
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Six Archetypes
1Pre-purchase — product
2Post-purchase — shipping — WIMO
3Post-purchase — shipping — delivery failure
4Post-purchase — product — change of mind
5Post-purchase — product — cancellation
6Post-purchase — product — help
Progress
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Score
Drill Complete
Here's your breakdown.
Triage Decision Simulation
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Six Archetypes
1Pre-purchase — product
2Post-purchase — shipping — WIMO
3Post-purchase — shipping — delivery failure
4Post-purchase — product — change of mind
5Post-purchase — product — cancellation
6Post-purchase — product — help
✅Resolve — respond and close
❓Request info — ask customer first
🔍Investigate — check systems first
👥Peer check — get a second opinion
🔺Escalate — beyond your authority
Risk Flags
⚖️ Legal signal
🔒 Safety concern
⏰ Time sensitive
😤 High frustration
💛 Loyalty / long-term customer
Progress
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Score
Simulation Complete
Here's your breakdown.
Recap Quiz
1 / 5
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Score
Quiz Complete
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Triage Workshop
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Score
Workshop Complete
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WIMO Investigation
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Systems Reference
Shopify — order status, fulfilment, address
SEKO — carrier tracking, delivery scans
NetSuite — order financials, fulfilment records
Zendesk — ticket history, prior contacts
Investigation Order
1. Shopify — order status
2. SEKO — tracking events
3. NetSuite — fulfilment record
4. Zendesk — prior contacts
Progress
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Score
Investigation Complete
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Morning Recap
1 / 5
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Score
Recap Complete
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Systems Quiz
1 / 5
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Score
Quiz Complete
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Evidence Trails
1 / 4
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Score
Evidence Trails Complete
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Evidence Trail Audit
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Audit Rubric
✓Sequence: checked systems in the right order
✓Findings: documented what each system showed
✓Contradiction: identified the conflict or key signal
✓Decision: triage call supported by evidence
Tip
Investigation is not about finding every piece of information — it is about finding enough to make a confident, defensible decision.
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Score
Audit Complete
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Team Dashboard
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