Support Handbook and Policy Clarity Audit
Check that agents can find and follow rules.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Audit the support handbook. Selected sections on refunds, escalation, tone and data handling: [HANDBOOK_SECTIONS]. Questions agents often ask in team chat: [AGENT_QUESTIONS]. Changes made recently: [RECENT_CHANGES]. Check for contradictions, vague words such as use judgement without guidance, outdated rules, missing examples, and rules that conflict with law or privacy. Compare with agent questions to find gaps. Return a table with Section, Problem and Fix, a score from 1 to 10 for clarity and findability, and a one-page quick reference. Legal and privacy points are [VERIFY] for [JURISDICTION]. Also suggest a change log at the top of the handbook, a named owner for each section, and a monthly slot to share changes with agents. Add three scenarios with the expected handling so that policy is easier to apply. End with a table of the three biggest risks left after the recommended fixes, each with a likelihood, a consequence and a simple signal that would warn me early.
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