SierraVerified interview challenge
Scope features for a retail support agent
Find the evidence needed to choose two capabilities for a support-agent pilot before peak season.
Unlock with Full AccessThe challenge
A retailer wants a support agent ready before peak season, but its pilot can include only two capabilities. The options range from answering order questions to changing customer records or initiating refunds. Discovery must establish what each option would require from the retailer's systems and support team before you recommend a scope.
The agent must fit the representatives' existing console and hand unresolved conversations back to a person. Your response is a set of questions that could change the feature choice or implementation requirements. Selecting the two features comes later.
What you'll practise
Customer priorities
Find out which support problems justify the limited pilot scope.
Implementation readiness
Connect feature choices to the customer's systems and operating constraints.
Explain how the answers would change the decision or scope.