# Text-based Storyboard — Rate Guard
> Kit 02 · Rate Guard · deliverable · designed and built by I Wayan Usada · fictional company, customers and resellers

## Design premise

The earlier storyboard planned four scenes ("Monday ticket flood", "the gap radar fires", "reseller onboarding call", "day-30 review") that were never built; the troubleshoot widget had no tickets, so nothing in the kit practised "search before you escalate". This revision describes what is built: one launch-week queue used by the 2D practice queue (`03-troubleshoot-flow`) and the 3D streams scene (`3d`), both reading `tickets-data.js`, plus the demo rehearsal in `04-inapp-tour`.

## The queue

| # | Day | Stream | Ticket | KB | Route | Why it is in the queue |
|---|---|---|---|---|---|---|
| t1 | Mon | Support | Charged more; the customer revised the quote on Tuesday | Billing scenarios or FAQ | by design, re-arm steps | the most common "bug" that is not one |
| t4 | Mon | Sales | Prospect on Starter wants to see it tomorrow | FAQ or toggle article | plan gate, comparison | the CSA must not promise a switch-on |
| t7 | Tue | Partner (DE) | Show Rate Guard status on white-label quotes? | none: log a gap | escalate to tier-2 with attachments | the gap loop starts here |
| t2 | Tue | Support | Toggle missing on Growth; last login before the deploy | toggle article | stale cache, refresh | resolvable at tier-1 |
| t5 | Wed | Sales | Expired before the spike; customer insists on an exception | billing scenarios or FAQ | by design → Finance | exceptions are Finance's call |
| t8 | Wed | Partner | Can we see your internal threshold? | FAQ | answered from the KB | partners self-serve when the answer exists |
| t3 | Thu | Support | Armed, unedited, over threshold, no settlement | billing scenarios | escalate to engineering | **critical**: looks like by design, is a fault |
| t6 | Thu | Sales | Greyed out on an entitled Enterprise workspace, flag off | toggle article | enable the flag | resolvable at tier-1 |
| t9 | Fri | Partner (NL) | Show "protected" on our own PDF? | the drafted article, if t7 was logged | answered from the KB | the payoff, or the repeat |

## Per ticket

1. **Search the KB.** Type words from the ticket; every word must match. Pick the article that answers it, or log a gap.
2. **Route it.** Answer the triage questions; back one step is allowed. In 3D the gates the route passes (72 h window, plan tier, flag / cache) light up.
3. **Escalate properly.** For escalations, attach the quote or workspace ID, a screenshot and one sentence of impact.
4. **Feedback.** Score /4 with the reason; needless escalations, missed escalations and repeats are named.

## Debrief

Totals per audience (resolved at tier-1, escalated, leaks). Pass = 30 / 36, at most one needless escalation, no ticket closed that needed escalating. Run the week again.

## Demo rehearsal (04)

Tour of the quote screen (send is gated until armed or an explicit bypass), then: send, and answer three customer questions (spike tomorrow, change pallet count, toll increase). Demo check /4; only 4 is "demo-safe".

## 3D streams

Packets wait in their audience's stream, float into the KB reservoir, the chosen article panel slides out of the shelf, gates light along the route, and the packet leaves to the tier-1 tray or up the escalation tower. Needless escalations and repeats grow a labelled leak puddle beside that stream; a logged gap turns the empty shelf frame into a drafted article. At the end each stream gets three bars: tier-1, escalated, leaks.