Scenarios

Defining specific situations within contact drivers

Scenarios

Scenarios are the most specific level of your hierarchy. Each scenario represents a particular situation that requires a specific response or procedure.

What is a Scenario?

A scenario answers: “What exactly is happening?”

While a contact driver might be “Order Issues,” scenarios break this down into specific situations:

• Cancel Order (before shipping)
• Cancel Order (already shipped)
• Modify Order Address
• Add Items to Order
• Track Shipment
• Report Missing Package

The Goal: One Step Guide Per Scenario

Every scenario will have exactly one Step Guide linked to it. This 1:1 relationship is intentional:

• No ambiguity: One situation, one procedure
• Clear ownership: Easy to maintain and update
• Consistent responses: AI always knows which guide to use

Creating a Scenario

1. Open a contact driver
2. Click Add Scenario
3. Provide the details:

Name

Specific, action-oriented identifier:

• “Cancel Order” ✓
• “Order cancellation” ✓
• “When customer wants to cancel” ✗ (too verbose)
• “Cancel” ✗ (too vague)

Description

Detailed explanation of when this scenario applies:

Good:
"Customer wants to cancel an order that has not yet shipped.
May include requests for:
- Full cancellation
- Partial cancellation (some items)
- Confirmation of refund timeline

Excludes: Orders that have already shipped (see 'Return Shipped Order')"

Bad:
"Order cancellation"

How Specific Should Scenarios Be?

Too Broad

Scenario: Handle Order Issues
→ Covers too many different procedures
→ Step guide would be confusingly long
→ Split into specific scenarios

Too Narrow

Scenario: Cancel Order for Blue Widget on Tuesday
→ Too specific, not reusable
→ Combine into "Cancel Order"

Just Right

Scenario: Cancel Order (Not Shipped)
→ Specific situation
→ Clear procedure
→ Reusable across similar situations

Scenario Design Principles

Distinct Procedures

If two scenarios require different procedures, they should be separate:

✅ Separate (different procedures):
- Cancel Order (Not Shipped) → Process refund immediately
- Cancel Order (Shipped) → Initiate return process

Similar Procedures = One Scenario

If situations are handled the same way, combine them:

✅ Combined (same procedure):
- "Update Shipping Address" covers:
  - Change street address
  - Change city
  - Change postal code

Edge Cases

Include scenarios for important edge cases:

Standard scenarios:
- Process Standard Return

Edge case scenarios:
- Process Return (Outside Window)
- Process Return (Damaged Item)
- Process Return (Wrong Item Sent)

Naming Conventions

Consistent naming helps everyone:

Pattern: [Action] + [Subject] + [Qualifier]

Examples:
- Cancel Order (Not Shipped)
- Process Return (Standard)
- Reset Password (Locked Account)
- Upgrade Plan (From Trial)

Alternative: [Subject] - [Specific Situation]

Examples:
- Order - Cancel Before Shipping
- Return - Standard Process
- Password - Reset After Lockout
- Plan - Upgrade From Trial

Pick one pattern and use it consistently.

Scenario Checklist

Before finalizing scenarios, verify:

Scenario Quality Checklist

• Name clearly identifies the situation
• Description explains when this applies
• Different from similar scenarios
• Requires a distinct procedure
• Not too broad (needs splitting)
• Not too narrow (can be combined)
• Uses consistent naming pattern
• Edge cases are covered

Managing Scenarios

Linking Knowledge

After creating scenarios, link relevant knowledge documents:

1. Open the scenario
2. Go to Knowledge section
3. Link documents that relate to this scenario

Linking Step Guides

Once you’ve written a step guide:

1. Open the scenario
2. Go to Step Guide section
3. Link the appropriate guide

Next Steps

With scenarios defined:

1. Map Knowledge to Scenarios
2. Write Step Guides