SierraBased on real interviews
Scope a support-agent pilot after sales handoff
Decide whether a newly sold support-agent pilot can deliver what the customer has been promised.
Unlock with Full AccessThe challenge
You inherit a signed support-agent deal just before kickoff. Sales promised substantial ticket deflection in eight weeks, but the customer's workload mixes routine questions with billing disputes and account recovery, and its operational readiness is incomplete.
Use the ticket sample, customer constraints and comparable deployments to decide whether the sold scope is deliverable. Write the scoping memo that states what can be committed to and which readiness gates must close before kickoff proceeds.
What you'll practise
Feasible scope
Connect the ticket mix and known handling constraints to an achievable pilot.
Readiness gates
Identify what must be established before the customer kickoff can proceed.
Commercial judgement
Make a clear recommendation that addresses both delivery and stakeholder expectations.
Write your reasoning and submit it for feedback.