要点
What matters
借鉴 hyper-τ-bench 的“未见流量验收”思路，本工作台给电商客服代理准备五类隐藏案例：退款例外、库存冲突、身份/权限、模糊描述和必须转人工的高风险请求。
Drawing on hyper-τ-bench’s held-out-traffic idea, this workbench prepares five hidden-case classes for a commerce support agent: refund exceptions, inventory conflicts, identity/authorization, ambiguous requests and high-risk cases that must reach a human.
范围与事实边界
Scope and limits
这是编辑方法，不是 Sierra 对任何具体客服代理的认证。Sierra 的模拟基准也不能直接替代你的国家法规、隐私政策、支付授权和真实客户投诉流程。
This is an editorial method, not Sierra certification for a specific agent. Its simulated benchmark cannot replace jurisdictional law, privacy policy, payment authorization or a real complaint process.
编辑工作台
Editorial workbench
每类至少写 10 条隐藏测试，定义正确答复、必须升级条件和禁止动作；由未参与提示词编写的人打分，公布失败样本后再改流程。
Write at least 10 hidden tests per class with expected answer, mandatory escalation and prohibited actions; have non-authors score them, then revise only after reviewing failed samples.