We teach the thinking
before we test it.
Most support training throws new agents straight into the deep end. PRISM builds them up — first they learn how good investigators think, then they prove it live. Here's a taste of both.
Curiosity over panic.
“Hi, I've been charged twice this month — once for £9.99 and once for £19.99. I have no idea why. Can someone look into this please?” — Sarah
Day 3. Accounts team opens the ticket. The answer was in the system all along. And it will happen again.
A different ticket. Your turn.
Hi, I placed an order last Tuesday and it still hasn't arrived. My account shows it as delivered but I definitely haven't received anything. Can someone look into this please?
— Sarah, Order #4872
The real work is live.
Agents investigate genuine support problems inside working CRM sandboxes — healthcare, logistics, e-commerce — with incomplete information and no script. It's where investigative thinking stops being a quiz answer and becomes a habit.
After every scenario, the PRISM engine breaks down what that agent actually did — the Problem they were solving, what their Research found and missed, how they Interpreted it, how complete their Solve was, and the habit to Master next. Not a score. Coaching, tied to their own investigation. This is the part nobody else does.
The taster is the thinking. The scenarios and breakdown are the product.
See the full picture →