Business scenario
A support organization wants faster, more consistent incident triage without giving an agent authority to hide, close or reroute sensitive work. The design enriches context, searches knowledge, recommends classification and escalates uncertain or high-impact cases.
Watch for these decisions
Which parts are recommendation, automation or human decision.
Which record fields and actions the runtime identity may use.
How knowledge and record context support the recommendation.
How normal, ambiguous, permission and failure cases are checked.
Evaluation checklist
- Correct category and assignment recommendation
- No disclosure of inaccessible record data
- Clear reason when required context is missing
- Human escalation for high-impact or low-confidence cases
- Safe behavior when knowledge or a tool is unavailable
- Trace contains enough evidence for review
Learner challenge
Add a change-risk scenario. Define the permitted recommendation, the approval boundary and eight evaluation cases. Do not grant autonomous approval. Compare the new trace and failure modes with incident triage.
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