The resolution definition determines both the contract price and the customer experience the agent is allowed to claim.
Finance needs bounded commercial exposure while customer service needs proof that a shopper’s task actually finished.
Who you’d be doing this for
“My team will get asked why a return counted as done when the shopper had to come back tomorrow.”
Kyungmi Jung · Vice President of Customer Care
Owns service outcomes at the retail prospect and will carry the consequences of the contract definition into the customer operation.
What is at stake
A retail prospect may sign an outcome-based contract that treats ended conversations differently from completed customer tasks. You must weigh a board deadline against a resolution definition both finance and customer care can defend.
Why it isn’t already fixed
Every obvious fix costs something else. That’s the part you’d have to decide.
- board urgency vs. durable contract terms
- contained conversations vs. completed customer tasks
- pricing certainty vs. service accountability
- AI summaries vs. verified customer journeys
Why Sierra
Outcome-based pricing for customer-facing agents depends on a resolution definition that holds across the customer’s service workflows.
Written with these in mind
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This is the setup. The work is inside.
Running it puts you in the room: the full situation and its constraints, stakeholders who push back in their own words, and the decisions that are yours to make. What you produce becomes a Day One Plan — work you can show someone instead of describing.