Scenario Library

Scenario Library

Select a scenario to begin your training session.

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WIMO
Drills
Multi-Choice
Triage Quiz
Product
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Customer
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Scenario
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Systems Investigated
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Shopify
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NetSuite
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SEKO
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Zendesk
Investigation Note
Internal note (not visible to customer)
Session Progress
Understand customer intent
Investigate systems
Document findings
Resolve or escalate

Intent Identification Drill

Read each message and identify the customer's intent

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Generating your scenarios...

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Drill Complete

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💬 Overall Feedback
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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

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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

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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

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Recap Quiz

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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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Systems Quiz

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Evidence Trails

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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

Monitor trainee progress across all scenarios.

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🇵🇱 Poland
🇵🇭 Philippines
🇲🇽 Mexico
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