| name | after-sales-qa |
| description | 基于知识库帮助用户解决售后相关问题，包括退换货、退款、物流、质量问题等 Use for qa tasks in the general domain for external_agent users, with platform RAG grounding and citations. |
售后问题智能解答
Use this skill when the user needs help with this enterprise task:
面向消费者的售后问题解答 Skill。用户遇到退换货、退款、物流异常、商品质量等售后问题时，通过本 Skill 获取基于知识库的准确解答。输出需引用知识库原文，若知识库无匹配内容则引导用户转人工客服。
This skill is backed by the knowledge-base platform runtime. The knowledge base is a resource dependency; the task scenario is the reason to invoke the skill.
When To Use
- 商品有质量问题怎么处理？
- 如何申请退款？
- 物流显示已签收但我没收到货怎么办？
- 退货的运费谁承担？
- 我的订单可以取消吗？
Do Not Use
- 售前咨询（如商品推荐、价格查询、库存查询）
- 账号安全类问题（如密码找回、账号被盗、实名认证）
- 需要人工介入的复杂投诉或纠纷调解
- 非售后相关的通用知识问答
Workflow
- Confirm the request matches the task scenario and does not match the non-goals.
- Read
references/task-scenario.md if you need more detail on the domain, intent, audience, or output style.
- Read
references/api.md before calling the runtime endpoint.
- Send a JSON request that matches the input schema.
- Use returned citations when explaining knowledge-grounded answers.
- If the runtime reports weak or missing evidence, say what information is missing instead of filling gaps.
Additional Resources
Runtime
- Endpoint:
http://localhost:3000/api/public/skills/after-sales-qa/run
- Method:
POST
- Auth: Bearer token
Output Handling
Return the API answer directly. If the response includes citations, surface the most relevant sources. If the API reports no reliable knowledge-base evidence, say that clearly instead of filling gaps.
