CX

Structure and package support escalations for engineering, product, or leadership with full context, reproduction steps, and business impact. Use when an issue needs to go beyond support, when writing an escalation brief, or when assessing whether an issue warrants escalation.

Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing. Use when a new ticket or customer issue comes in, when assessing severity, or when deciding which team should handle an issue.

Health dimensions, score factors, and risk flags for customer accounts. Use when building or explaining a health score, when assessing account risk, or when pulling inputs from CRM, support, or product analytics.

Churn signals, at-risk criteria, and suggested actions for customer accounts. Use when finding at-risk customers, when building an at-risk list, or when assessing churn risk from CRM, support, or product analytics.

Research customer questions by searching across documentation, knowledge bases, and connected sources, then synthesize a confidence-scored answer. Use when a customer asks a question you need to investigate, when building background on a customer situation, or when you need account context.

Draft professional, empathetic customer-facing responses adapted to the situation, urgency, and channel. Use when responding to customer tickets, escalations, outage notifications, bug reports, feature requests, or any customer-facing communication.

Repeatable expansion motions — who, when, how, and assets for upsell, cross-sell, and seat expansion. Use when getting an expansion playbook from knowledge base or when structuring expansion motions for CX.

Write and maintain knowledge base articles from resolved support issues. Use when a ticket has been resolved and the solution should be documented, when updating existing KB articles, or when creating how-to guides, troubleshooting docs, or FAQ entries.

Intervention tiers, target accounts, actions, owners, and timeline for at-risk customers. Use when planning interventions for at-risk accounts, when building an intervention playbook, or when tying health and churn signals to concrete next steps.

Usage vs entitlement, expansion opportunity by account or segment. Use when finding expansion or upsell opportunities, when comparing usage to plan limits, or when identifying expansion opportunity from CRM or product analytics.

Quarterly business review agenda, metrics, narrative, and follow-up templates for customer business reviews. Use when preparing a quarterly business review, building an agenda, or pulling context from CRM, knowledge base, or chat.