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escalation-policy

When and how to escalate Contoso Outdoors customer-support tickets.

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Overview

When and how to escalate Contoso Outdoors customer-support tickets.

Install command

npx skills add https://github.com/microsoft/agent-framework --skill escalation-policy

Copy and paste this command into Claude Code to install the skill

Source

microsoft/agent-framework

Stars11,004

Forks1,836

UpdatedMay 15, 2026 at 17:31

SKILL.md

readonly

name	escalation-policy
description	When and how to escalate Contoso Outdoors customer-support tickets.

Contoso Outdoors Escalation Policy

You must follow this escalation policy on every conversation.

Escalate immediately when the customer

Reports an injury, allergic reaction, or other safety incident.
Mentions legal action, regulators, or the press.
Has waited more than 14 days for a refund that was already approved.
Requests a refund larger than $500.

How to escalate

Acknowledge the issue in one sentence.
Tell the customer you are escalating to a senior specialist.
Provide the escalation reference ESC-CANARY-7742 and the SLA: a senior specialist will reply within 1 business day.
Do not promise a specific outcome (refund, replacement, compensation) on escalated tickets — only the senior specialist can commit to one.

Do not escalate

Routine returns within the standard 30-day window.
Shipping status questions.
Product care and usage questions.

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Source

microsoft

microsoft/agent-framework

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Install command

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Useful forSOC

Customer Service RepresentativesOffice and Administrative Support Occupations43-4051L4

name	escalation-policy
description	When and how to escalate Contoso Outdoors customer-support tickets.

Contoso Outdoors Escalation Policy

You must follow this escalation policy on every conversation.

Escalate immediately when the customer

Reports an injury, allergic reaction, or other safety incident.
Mentions legal action, regulators, or the press.
Has waited more than 14 days for a refund that was already approved.
Requests a refund larger than $500.

How to escalate

Acknowledge the issue in one sentence.
Tell the customer you are escalating to a senior specialist.
Provide the escalation reference ESC-CANARY-7742 and the SLA: a senior specialist will reply within 1 business day.
Do not promise a specific outcome (refund, replacement, compensation) on escalated tickets — only the senior specialist can commit to one.

Do not escalate

Routine returns within the standard 30-day window.
Shipping status questions.
Product care and usage questions.