Live Case Simulation Template

Use this template to create trainer-led simulated intake cases that feel like real shop arrivals without putting a customer unit at risk.

Purpose

• test whether a trainee can apply the document stack under time pressure
• simulate incomplete customer information, mixed accessories, and misleading symptoms
• verify that the trainee still respects stop rules from the certification checkoff

Case Setup

• model and process family
• incoming complaint in customer language
• arrival condition and visible hardware
• what information is intentionally missing or misleading

Trainer Prompt

• the exact intake statement the trainer gives the trainee
• any extra comments the trainer should only reveal if asked

Allowed Document Flow

List the first documents the trainee is expected to open, in order.

Trainer Injects

Use short timed or event-based injects, such as:

• customer says the machine worked on another plug last week
• attached gun is not the original one
• the complaint changes after the machine warms up

Pass Markers

• correct complaint classification
• correct first proof step
• correct document order
• correct escalation boundary

Automatic Fail Conditions

• opening the machine before the external path is bounded
• ignoring an available known-good substitution
• treating expected low-line or wrong-state behavior as a hardware fault

Debrief Focus

• what the trainee did well
• where the document order slipped
• what would have created customer risk on a live unit

Companion Docs

• brand certification checkoff
• brand training progression
• related model guide