What problem does it solve? Customer issues that need engineering or leadership attention often arrive as unstructured, emotional messages that get deprioritized. This Skill turns a customer problem into a structured escalation brief with severity classification, quantified business impact, and a concrete requested action. ## Core Features & Use Cases - Severity Assessment: Classifies issues on two dimensions — customer impact and business risk — using defined Critical/High/Medium/Low matrices. - Business Impact Quantification: Translates the problem into ARR at risk, affected users, renewal proximity, strategic value, and contractual exposure using CRM and support data. - Structured Brief Template: Produces a complete escalation brief covering account context, timeline, resolution attempts, customer expectations, requested action, and internal routing. - Use Case: A CSM has a strategic account threatening non-renewal over an unresolved integration outage. The Skill pulls ticket history from the support platform and account value from the CRM, then produces a Critical-severity brief routed to the engineering lead and executive sponsor. ## Quick Start Prepare this escalation for engineering: our enterprise account has a platform outage blocking 40 users, renewal is in 60 days, and two fix attempts have failed.
