customer-research

To investigate customer questions across multiple knowledge bases, this Skill searches internal documentation, CRM notes, and support history, then synthesizes the results into a structured research brief with source attribution and confidence scoring.

Verifying a reported bug against prior support tickets requires cross-referencing multiple sources. This Skill searches support history and documentation, applies source prioritization, flags contradictions, and returns a confidence-scored summary with recommended next steps.

Yes, you can use customer research for support triage and account context lookup without external web sources. The Skill investigates internal knowledge bases, CRM notes, and chat history, inferring context and applying confidence scoring independently of web connectivity.

Confidence scoring works by weighing source quality and flagging contradictions during cross-referencing. When conflicting support answers are found, the Skill evaluates source reliability, explains the certainty of the answer, and highlights gaps in the research summary.

A structured research brief for customer support investigations includes key findings, account context, identified knowledge gaps, source attribution, confidence levels, and recommended next steps to resolve the customer question accurately.

Limitations during support triage include potential knowledge gaps when inferred account context lacks direct documentation. The Skill handles contradictions and weighs source quality, but unresolved gaps require following the recommended next steps for complete verification.