Your agent just gave a customer the wrong refund decision and attached a real company policy to prove it. Now the customer has a screenshot. The passage matched the question. It came from a policy version that didn’t apply to that customer on that date.

In this hands-on workshop you’ll pull apart how that happened and repair it with the simplest approach that works. Then you’ll take on a harder case, where the answer depends on connections across customer, product and policy data. A small set of checks shows when the system has found applicable evidence, and when it should stop.