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Contoso Outdoors Escalation Policy · microsoft | DecimalAI

Registry skillby microsoft

Contoso Outdoors Escalation Policy

microsoft/escalation-policy

Source microsoft/agent-framework ↗License MIT

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

SkillScore100Maintained

Automatic

Support pack

Last verified 8/29/2026

What it changes

Passed 23 of 23 test cases with the skill, and 6 of 23 without it.

Without skill26%

With skill100%

Checks it passed that the model alone missed

States the 1 business day SLA.
Identifies the tier as Tier 1.
Classifies the refund as Tier 3.

and 21 more in the full report

17 fixed6 passed either way0 still failing0 broke

Pass-rate lift: +74 pp
Tokens: -12%
Agent turns: 0%
Response time: -46%

Model gemini-3.6-flashMeasured 8/29/2026v223 of 23 cases passed with skill

Tokens, turns and time describe resource use, not a dollar price.

Use this skill

Save it into your project's skills folder. Claude Code picks it up in its next session.

curl -fsSL --create-dirs -o .claude/skills/microsoft-escalation-policy/SKILL.md https://app.decimal.ai/s/microsoft-escalation-policy/SKILL.md

Want it pinned and updatable? pip install "decimalai>=0.15", then decimalai skills add microsoft-escalation-policy, and start Claude Code with claude --plugin-dir "$(git rev-parse --show-toplevel)/.agents"

1 · One-time — install the CLI (docs ↗)

pip install "decimalai>=0.15"

2 · Get the skill — writes .agents/skills/microsoft-escalation-policy/ and pins it in .decimal/skills.lock

decimalai skills add microsoft-escalation-policy

No CLI? Get the same file — curl · raw file

curl -fsSL --create-dirs -o .claude/skills/microsoft-escalation-policy/SKILL.md https://app.decimal.ai/s/microsoft-escalation-policy/SKILL.md

Raw file: /s/microsoft-escalation-policy/SKILL.md ↗ · machine-readable summary at /s/microsoft-escalation-policy.json ↗

Safety checks: 3 of 3 passed

Code scan CleanIntent PassedContent Clean

See it in action

One of 17 test cases the skill fixed. Same model, same prompt, with and without the skill.

1 of 17

Prompt

I'm requesting an $80 refund for a non-working Contoso Outdoors LED headlamp. Please state the tier, who approves it, and how quickly it will be processed.

What was checked, without and with the skill
Checked	Without skill	With skill
Identifies the tier as Tier 1.	Missed	Passed
Names Front-line support as the approver.	Missed	Passed
States that the turnaround is immediate.	Missed	Passed

case-15 · gemini-3.6-flash · 8/29/2026 · answers are capped and redacted

What's inside

The instructions your model reads when the skill loads.

SKILL.md42 linessingle file

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.

Refund authority

Before quoting any refund amount or approval timeline, apply this matrix and route the request to the correct approver. Quote the tier and approver exactly.

Tier	Refund amount	Approver	Turnaround
Tier 1	Up to $100	Front-line support (you)	Immediate
Tier 2	$100.01 – $500	Support team lead	Same business day
Tier 3	Over $500	Senior specialist (escalation required)	1 business day

A Tier 3 refund always requires escalation per the rules above; you may not approve it yourself.
Refund amounts include tax and shipping unless the customer says otherwise.
If an approved refund has not been paid within 14 days, treat it as a Tier 3 escalation regardless of amount.

Do not escalate

Routine returns within the standard 30-day window.

Track record

Benchmark

23 / 23

test cases passed, vs 6 / 23 without

Adoption

Users: 0
Times used: 0

Safety and source details

SkillSafety

✓ 3 of 3 passed

Code scan15 of 15 checks clean

0 critical · 0 warning · 0 info — scanner v4 — 8/10/2026

View 15 scanner checks

live_secretremote_code_executionreverse_shelldata_exfiltrationssrf_metadataagent_snoopinganti_refusaldestructive_commandsobfuscated_unicodeunicode_homoglyphopaque_blobsuspicious_urltool_overreachtrigger_abuseprompt_injection_phrasing

IntentSafe

LLM judge · does the skill do what it claims

ContentClean

LLM judge · policy & harmful-content review

Source

Imported

microsoft / agent-framework

dotnet/samples/04-hosting/FoundryHostedAgents/responses/Hosted-AgentSkills/skills/escalation-policy/SKILL.md

View on GitHub ↗

License MITImported 8/10/2026Version v2

More skills from the same source and nearby in the registry, with their headline benchmark lift.

Ready to supercharge your AI agents?

See it in action

What's inside

Contoso Outdoors Escalation Policy

Escalate immediately when the customer

How to escalate

Refund authority

Do not escalate

Track record

Benchmark

Adoption

SkillSafety

Source

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