Agent-Skills.md

Agent Skills: Customer Research Skill Overview

Investigate customer questions through multi-source research with confidence scoring and citations

UncategorizedID: vamseeachanta/workspace-hub/customer-research

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vamseeachanta/workspace-hub
vamseeachanta
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pnpm dlx add-skill https://github.com/vamseeachanta/workspace-hub/tree/HEAD/.claude/skills/business/customer-support/customer-research

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.claude/skills/business/customer-support/customer-research/SKILL.md

Skill Metadata

Name
customer-research
Description
"Investigate customer questions through multi-source research with confidence scoring and citations"

Customer Research Skill Overview

The customer-research skill is a structured methodology for investigating customer questions through multi-source research. Here are its key components:

Core Process

The skill follows five steps: understanding the question, planning search strategy, executing systematic searches, synthesizing findings, and presenting with attribution.

Source Hierarchy

Sources are prioritized by authority:

  1. Tier 1 (Highest): Official documentation, knowledge bases, policies, and internal roadmaps
  2. Tier 2: CRM records, support tickets, internal documents
  3. Tier 3: Chat history, emails, calendar notes
  4. Tier 4: Web searches, forums, third-party resources
  5. Tier 5: Inferences and analogous situations

Confidence Scoring

Answers are labeled as:

  • High: Confirmed by authoritative sources or multiple corroborations
  • Medium: Found in informal sources or single sources without corroboration
  • Low: Inferred or from outdated/unreliable sources
  • Unable to Determine: No relevant information available

Escalation Triggers

Escalate when answers involve roadmap commitments, pricing, legal terms, security/compliance, precedent-setting, custom configurations, specialized expertise, or high-risk situations.

Documentation

Research findings should be captured in the knowledge base when they address recurring questions, required significant effort, or correct common misunderstandings, with date-stamps and quarterly reviews.