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release: gate August 1 content candidates

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{
"schemaVersion": "1.0",
"contentVersion": "aug1-life-advisor-candidate-v0.1",
"generatedDate": "2026-07-29",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"notice": "本文件仅是脱敏候选审核材料，不是正式制度、标准答案或可发布训练内容。",
"sourceRegistry": [
{
"sourceId": "LC-INT-001",
"description": "仓库外保存的第 1 份生活顾问访谈，仅引用脱敏业务主题和行号",
"authority": "FIELD_INTERVIEW",
"formalPolicy": false
},
{
"sourceId": "AUG1-PLAN",
"description": "帮道 8 月 1 日 Android 安装包测试版任务计划",
"authority": "PROJECT_PLAN",
"formalPolicy": false
}
],
"scenarios": [
{
"candidateId": "LC-AUG1-SC-001",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L25-L26"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "常规",
"requiredReviewers": ["客服负责人", "品质负责人"],
"reviewChecklist": ["补充报事报修受理制度及版本", "确认定位信息最小必要范围", "确认升级路径和反馈节点", "审核合成话术与评分标准"],
"scenarioDraft": {
"id": "lc-location-refusal-intake",
"name": "住户拒绝提供定位信息时的报修受理",
"position": "生活顾问",
"scenarioType": "报事报修受理",
"projectType": "住宅",
"growthLevel": "初级",
"competencyCode": "LG-REPAIR-INTAKE",
"collaborationPositions": "客服,保修",
"riskLevel": "待评估",
"curriculumVersion": "住宅五岗-v1",
"difficulty": 2,
"customerPersona": "担心隐私、不愿提供精确位置但希望尽快处理的住户",
"openingText": "我只想报修，不想在电话里说具体住址，你们先安排人来看。",
"explicitNeed": "完成报修并获得后续处理安排",
"hiddenNeed": "确认定位信息用途、减少不必要的信息暴露",
"irritants": "猜测房号、追问无关个人信息、以拒绝受理施压、承诺未经确认的到场时间",
"delights": "说明最小必要信息及用途，提供可选确认方式并给出受理编号和反馈节点",
"sopRefs": "待补：正式报事报修受理制度、隐私告知要求及有效版本",
"successCriteria": "说明必要信息用途；不索取无关隐私；给出替代确认方式；完成受理、责任转交和可核验反馈节点",
"strategy": "先承接诉求和隐私顾虑，再解释最小必要信息，提供受控替代方式并完成闭环",
"goal": "训练生活顾问在住户拒绝提供定位信息时兼顾隐私边界和报修闭环",
"enabled": false,
"rounds": [
{"customer": "为什么一定要说到这么细？你们系统里不是能查到吗？", "coachHint": "解释本次受理所需信息及用途，不声称能读取未授权资料，并提供住户可接受的确认方式。", "emotion": 70, "trust": 58},
{"customer": "如果我只提供公共区域位置，你们还能不能先登记？", "coachHint": "区分登记、派工和入户的必要信息，明确当前能完成的动作、责任人及下一次反馈节点。", "emotion": 58, "trust": 70}
]
},
"rubricDraft": {
"code": "rubric-lc-location-refusal-intake",
"scenarioCode": "lc-location-refusal-intake",
"name": "拒绝定位信息受理五维评分",
"version": "candidate-v0.1",
"enabled": false,
"description": "仅供业务审核，正式制度和边界确认后方可启用。",
"dimensions": [
{"code": "task_completion", "name": "任务完成度", "weight": 0.4, "description": "完成必要信息说明、替代确认、受理记录和后续节点四项动作。"},
{"code": "standardization", "name": "话术规范性", "weight": 0.25, "description": "不猜测身份位置，不索取无关隐私，不虚构系统权限或处理时限。"},
{"code": "emotion", "name": "情绪管理能力", "weight": 0.2, "description": "承接隐私顾虑，保持中性表达，不以拒绝受理激化对话。"},
{"code": "response_timeliness", "name": "响应时效", "weight": 0.1, "description": "在当前回合明确受理状态、责任转交和下一次可核验反馈节点。"},
{"code": "marketing", "name": "增值转化潜力", "weight": 0.05, "description": "仅在解决报修主诉后介绍经批准的便民入口，不进行无依据推介。"}
]
}
},
{
"candidateId": "LC-AUG1-SC-002",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L31-L40"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "高风险",
"requiredReviewers": ["客服负责人", "财务负责人", "法务审核人"],
"reviewChecklist": ["补充收费依据和适用项目", "冻结优惠与分期审批权限", "确认争议登记及升级路径", "两名不同审核人复核"],
"scenarioDraft": {
"id": "lc-fee-dispute-explanation",
"name": "物业费明细与服务争议沟通",
"position": "生活顾问",
"scenarioType": "收费争议",
"projectType": "住宅",
"growthLevel": "中级",
"competencyCode": "LG-COMPLAINT-FEE-PARKING",
"collaborationPositions": "客服,财务",
"riskLevel": "待评估",
"curriculumVersion": "住宅五岗-v1",
"difficulty": 3,
"customerPersona": "质疑费用明细并把服务问题与缴费绑定的住户",
"openingText": "服务没做好，费用明细也说不清楚，我为什么要缴？",
"explicitNeed": "核对费用构成并处理服务争议",
"hiddenNeed": "获得可追溯的解释、整改责任人和复核入口",
"irritants": "争辩对错、擅自承诺减免或折扣、模糊收费依据、把整改作为缴费交换条件",
"delights": "区分费用核对与服务整改，提供正式依据、复核入口、责任人和反馈节点",
"sopRefs": "待补：正式收费制度、账单口径、优惠分期审批制度及有效版本",
"successCriteria": "准确复述争议；区分费用复核和服务整改；不越权承诺；完成双线记录并给出正式反馈节点",
"strategy": "先核对争议点，再将费用复核和服务整改拆分为两条可追踪链路",
"goal": "训练生活顾问在收费争议中说明依据、守住授权并完成双线闭环",
"enabled": false,
"rounds": [
{"customer": "你先告诉我能减多少，不然别谈后面的事。", "coachHint": "不承诺减免，说明本人权限边界，同时分别登记费用复核和服务整改事项。", "emotion": 80, "trust": 48},
{"customer": "你说登记了，我怎么知道不是又拖着不处理？", "coachHint": "提供两条事项的责任归属、记录凭证和下一次反馈节点，不保证未经确认的结果。", "emotion": 68, "trust": 63}
]
},
"rubricDraft": {
"code": "rubric-lc-fee-dispute-explanation",
"scenarioCode": "lc-fee-dispute-explanation",
"name": "收费争议五维评分",
"version": "candidate-v0.1",
"enabled": false,
"description": "仅供业务审核，收费制度、权限和复核路径确认后方可启用。",
"dimensions": [
{"code": "task_completion", "name": "任务完成度", "weight": 0.4, "description": "完成争议复述、费用复核登记、整改登记及双线反馈节点。"},
{"code": "standardization", "name": "话术规范性", "weight": 0.25, "description": "引用经审核依据，不擅自承诺减免、折扣、分期或争议结果。"},
{"code": "emotion", "name": "情绪管理能力", "weight": 0.2, "description": "先承接服务不满，不争辩、不催压，持续区分事实与待复核事项。"},
{"code": "response_timeliness", "name": "响应时效", "weight": 0.1, "description": "当场明确两条链路的当前状态、责任归属和下一次反馈节点。"},
{"code": "marketing", "name": "增值转化潜力", "weight": 0.05, "description": "主诉未闭环前不营销；闭环后仅介绍经批准且与需求相关的服务。"}
]
}
},
{
"candidateId": "LC-AUG1-SC-003",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L25-L26"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "常规",
"requiredReviewers": ["工程负责人", "客服负责人"],
"reviewChecklist": ["补充维修延期和转办制度", "确认延期原因可披露范围", "确认升级层级和回访节点", "审核评分证据口径"],
"scenarioDraft": {
"id": "lc-repair-delay-followup",
"name": "维修延期后的解释与升级跟进",
"position": "生活顾问",
"scenarioType": "维修延期",
"projectType": "住宅",
"growthLevel": "中级",
"competencyCode": "LG-CROSS-TEAM-FOLLOWUP",
"collaborationPositions": "保修,客服",
"riskLevel": "待评估",
"curriculumVersion": "住宅五岗-v1",
"difficulty": 3,
"customerPersona": "多次等待后质疑物业推诿的住户",
"openingText": "前几次都说会处理，现在还是没动静，你们到底谁负责？",
"explicitNeed": "获知延期原因、责任人和新的处理节点",
"hiddenNeed": "确认物业没有遗忘，并能持续看到进展",
"irritants": "重复空泛道歉、归咎其他部门、虚构完工时间、无记录地口头转交",
"delights": "核对历史记录，说明已确认事实，明确升级责任人、替代安排和回访节点",
"sopRefs": "待补：正式维修转办、延期告知、升级和回访制度及有效版本",
"successCriteria": "核对历史；说明已确认的延期原因；不甩锅或虚假承诺；完成升级转交并给出可追踪节点",
"strategy": "先承认体验落差，核对事实，再以责任人、升级动作和反馈节点恢复可预期性",
"goal": "训练生活顾问处理维修延期时的跨部门跟进与服务恢复",
"enabled": false,
"rounds": [
{"customer": "你别再让我等了，今天到底能不能修好？", "coachHint": "只说明已核实状态，不承诺未知完工时间；给出当前升级动作和下一次反馈节点。", "emotion": 78, "trust": 45},
{"customer": "之前也有人说会回我，最后还是没有消息。", "coachHint": "说明本次记录凭证、明确责任人和回访方式，并给出未按节点反馈时的升级入口。", "emotion": 67, "trust": 61}
]
},
"rubricDraft": {
"code": "rubric-lc-repair-delay-followup",
"scenarioCode": "lc-repair-delay-followup",
"name": "维修延期五维评分",
"version": "candidate-v0.1",
"enabled": false,
"description": "仅供业务审核，正式转办和延期制度确认后方可启用。",
"dimensions": [
{"code": "task_completion", "name": "任务完成度", "weight": 0.4, "description": "完成历史核对、现状说明、升级转交、反馈节点和回访安排。"},
{"code": "standardization", "name": "话术规范性", "weight": 0.25, "description": "区分已确认事实与未知结果，不甩锅、不虚构完工时间。"},
{"code": "emotion", "name": "情绪管理能力", "weight": 0.2, "description": "承认多次等待造成的体验落差，以行动信息替代重复空泛道歉。"},
{"code": "response_timeliness", "name": "响应时效", "weight": 0.1, "description": "明确本次升级动作、责任人及下一次可核验反馈节点。"},
{"code": "marketing", "name": "增值转化潜力", "weight": 0.05, "description": "维修主诉未闭环前不营销，避免以增值服务转移问题。"}
]
}
},
{
"candidateId": "LC-AUG1-SC-004",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L27-L28"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "高风险",
"requiredReviewers": ["客服负责人", "秩序负责人", "法务审核人"],
"reviewChecklist": ["补充投诉分级和现场安全制度", "确认报警及升级边界", "确认记录与隐私要求", "两名不同审核人复核"],
"scenarioDraft": {
"id": "lc-emotional-parking-complaint",
"name": "情绪化停车冲突投诉的降级处理",
"position": "生活顾问",
"scenarioType": "情绪化投诉",
"projectType": "住宅",
"growthLevel": "高级",
"competencyCode": "LG-GROUP-RISK",
"collaborationPositions": "保安,客服",
"riskLevel": "待评估",
"curriculumVersion": "住宅五岗-v1",
"difficulty": 4,
"customerPersona": "因停车冲突情绪激动并要求立即处理的住户",
"openingText": "对方一直堵着我的车，你们再不管我就自己去找他！",
"explicitNeed": "尽快解除车辆受阻并获得处理反馈",
"hiddenNeed": "确认自身安全和权益受到重视",
"irritants": "评价双方对错、透露对方个人信息、鼓励当面对质、承诺处罚结果、忽视现场安全",
"delights": "先确认人身安全和现场风险，记录事实，启动经授权协同并持续反馈",
"sopRefs": "待补：正式停车管理、冲突处置、报警升级和个人信息保护制度及有效版本",
"successCriteria": "先做安全确认；不泄露信息或煽动对质；记录可核实事实；按权限升级并给出持续反馈节点",
"strategy": "安全优先，先降级情绪和阻止对质，再按正式边界协调秩序与客服",
"goal": "训练生活顾问面对高情绪停车冲突时进行安全确认、事实记录和合规升级",
"enabled": false,
"rounds": [
{"customer": "把对方电话给我，我自己跟他说。", "coachHint": "拒绝泄露个人信息，承接紧迫感，确认当前安全并说明可执行的合规协调动作。", "emotion": 88, "trust": 42},
{"customer": "如果他还不来，我就去敲门，你们别拦我。", "coachHint": "明确不鼓励直接冲突，按风险等级启动现场协同或升级，并保持住户可获得的反馈。", "emotion": 82, "trust": 53}
]
},
"rubricDraft": {
"code": "rubric-lc-emotional-parking-complaint",
"scenarioCode": "lc-emotional-parking-complaint",
"name": "高情绪停车投诉五维评分",
"version": "candidate-v0.1",
"enabled": false,
"description": "仅供业务审核，现场安全、隐私和升级制度确认后方可启用。",
"dimensions": [
{"code": "task_completion", "name": "任务完成度", "weight": 0.4, "description": "完成安全确认、事实记录、合规协同、升级判断和持续反馈。"},
{"code": "standardization", "name": "话术规范性", "weight": 0.25, "description": "不泄露个人信息、不评价未核实责任、不承诺处罚或鼓励对质。"},
{"code": "emotion", "name": "情绪管理能力", "weight": 0.2, "description": "先降级冲突和确认安全，以短句清晰引导住户避免直接对抗。"},
{"code": "response_timeliness", "name": "响应时效", "weight": 0.1, "description": "在当前回合明确已经启动的协同动作和下一次反馈节点。"},
{"code": "marketing", "name": "增值转化潜力", "weight": 0.05, "description": "冲突处理中不营销，不以增值服务替代安全处置。"}
]
}
},
{
"candidateId": "LC-AUG1-SC-005",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L31-L40"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "高风险",
"requiredReviewers": ["客服负责人", "财务负责人", "品质负责人"],
"reviewChecklist": ["补充收费与服务整改制度", "确认两条链路责任归属", "确认优惠分期权限", "两名不同审核人复核"],
"scenarioDraft": {
"id": "lc-fee-and-remediation-parallel",
"name": "收费沟通与服务整改并行闭环",
"position": "生活顾问",
"scenarioType": "收费与整改并行",
"projectType": "住宅",
"growthLevel": "高级",
"competencyCode": "LG-SERVICE-RECOVERY",
"collaborationPositions": "客服,财务,保修",
"riskLevel": "待评估",
"curriculumVersion": "住宅五岗-v1",
"difficulty": 4,
"customerPersona": "长期服务不满、拒绝缴费并要求先整改的住户",
"openingText": "问题拖了这么久，先把服务整改好，再来谈费用。",
"explicitNeed": "推动服务问题整改并重新核对费用事项",
"hiddenNeed": "看到持续改进而不是一次性催缴",
"irritants": "只催缴不记录整改、用减免交换撤诉、把缴费作为受理前提、混淆两条事项状态",
"delights": "将收费核对与服务整改并行建档，分别给责任人、证据和反馈节点",
"sopRefs": "待补：正式收费、服务整改、客诉升级和分期审批制度及有效版本",
"successCriteria": "不把两条事项互设前提；分别登记事实、责任人和节点；不越权承诺；持续同步两条链路状态",
"strategy": "承认服务问题，拆分两条链路并行推进，用可核验进展恢复信任",
"goal": "训练生活顾问在长期争议中并行推进费用核对和服务整改",
"enabled": false,
"rounds": [
{"customer": "你们先给我一个减免方案，我才愿意配合后面的核对。", "coachHint": "不越权承诺减免，也不以缴费为整改前提；分别说明两条链路当前可执行的动作。", "emotion": 78, "trust": 44},
{"customer": "以前每次都说整改，过一阵又没消息了。", "coachHint": "给出整改记录、责任人和回访机制，同时说明费用复核的独立凭证与反馈节点。", "emotion": 68, "trust": 60}
]
},
"rubricDraft": {
"code": "rubric-lc-fee-and-remediation-parallel",
"scenarioCode": "lc-fee-and-remediation-parallel",
"name": "收费与整改并行五维评分",
"version": "candidate-v0.1",
"enabled": false,
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"dimensions": [
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]
}
}
],
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{"id":"LC-AUG1-Q-N-02","category":"NORMAL","question":"收到强降雨预警后，生活顾问应按什么顺序巡查、上报和闭环？","sourceNeed":"现行防汛预案、分级响应和岗位职责","expectedBehavior":"按预警等级给出动作、升级和记录要求，并显示来源。","reviewerRole":"工程负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-N-03","category":"NORMAL","question":"大件垃圾和装修垃圾应如何登记、分类、清运和说明费用？","sourceNeed":"属地规定、园区公示、收费及责任边界","expectedBehavior":"区分垃圾类型和责任主体，只引用当前项目有效规则。","reviewerRole":"运营负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-N-04","category":"NORMAL","question":"报修受理后，生活顾问需要记录哪些信息并如何完成回访闭环？","sourceNeed":"现行报修受理、转办和回访制度","expectedBehavior":"给出最小必要信息、责任转交、状态和回访证据。","reviewerRole":"客服负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-N-05","category":"NORMAL","question":"物业费账单的费用构成、计费期间和查询入口如何解释？","sourceNeed":"正式收费制度、合同口径和账单查询说明","expectedBehavior":"引用正式收费依据和适用期间，不推断个案金额。","reviewerRole":"财务负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-N-06","category":"NORMAL","question":"住户提出分期缴费时，申请条件、审批角色和留痕要求是什么？","sourceNeed":"现行分期审批制度和授权矩阵","expectedBehavior":"说明申请与审批边界，不把申请描述为已批准。","reviewerRole":"财务负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-S-01","category":"SYNONYM","question":"长期无人居住的房屋平时怎么做安全查看？","sourceNeed":"空置房巡查、授权和紧急进入制度","expectedBehavior":"识别为空置房巡查问题，按正式授权边界回答。","reviewerRole":"品质负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-S-02","category":"SYNONYM","question":"维修一直没进展，管家应该怎么催办并给业主回话？","sourceNeed":"维修延期、升级、转办和回访制度","expectedBehavior":"识别为维修延期跟进，区分已确认事实和反馈节点。","reviewerRole":"工程负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-S-03","category":"SYNONYM","question":"业主一直欠费又说服务差，日常怎么沟通才合规？","sourceNeed":"收费、争议登记和服务整改制度","expectedBehavior":"识别为收费争议，将费用核对与整改拆分处理。","reviewerRole":"客服负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-S-04","category":"SYNONYM","question":"装修产生的废料该找谁、怎么约清运、能不能收费？","sourceNeed":"装修垃圾管理、公示收费和清运协议","expectedBehavior":"识别为装修垃圾协同，按责任主体和有效公示回答。","reviewerRole":"运营负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-S-05","category":"SYNONYM","question":"车辆被占位或堵住时，物业怎么协调才不会升级冲突？","sourceNeed":"停车管理、冲突处置和隐私保护制度","expectedBehavior":"识别为停车冲突，先安全确认，不披露个人信息。","reviewerRole":"秩序负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-S-06","category":"SYNONYM","question":"现场突然有安全险情，第一时间该找谁、留下什么记录？","sourceNeed":"突发事件分级预案和岗位职责","expectedBehavior":"识别为应急上报，按事件类型和等级引用预案。","reviewerRole":"安全负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-C-01","category":"CONFLICT","question":"两份现行材料写的巡检频次不同，应执行哪一份？","sourceNeed":"两份材料的发布主体、版本、生效日期和适用项目","expectedBehavior":"并列展示冲突及来源，停止裁决并提示业务确认。","reviewerRole":"品质负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-C-02","category":"CONFLICT","question":"收费制度与项目公示对优惠条件的描述不一致，怎么回复住户？","sourceNeed":"制度、公示、授权矩阵及适用期间","expectedBehavior":"明确冲突，不自行选择更宽松规则，不承诺优惠。","reviewerRole":"财务负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-C-03","category":"CONFLICT","question":"应急预案和岗位手册写的升级顺序不同，应如何处理？","sourceNeed":"两份文件的权威层级、版本和事件适用范围","expectedBehavior":"先保安全，展示冲突并按正式升级渠道请求确认。","reviewerRole":"安全负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-C-04","category":"CONFLICT","question":"两份垃圾清运说明对责任主体和收费方写法不同，如何解释？","sourceNeed":"属地规定、合同、公示和材料版本","expectedBehavior":"指出冲突，不拼接答案，转交有权角色确认。","reviewerRole":"运营负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-C-05","category":"CONFLICT","question":"维修服务承诺与工单说明给出的处理节点不一致，以哪个为准？","sourceNeed":"服务承诺、工单规则、适用故障级别和版本","expectedBehavior":"区分首响、到场和完工口径，无法裁决时明确待确认。","reviewerRole":"工程负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-C-06","category":"CONFLICT","question":"空置房巡查要求与隐私授权规则发生冲突时可以直接进入吗？","sourceNeed":"空置房管理、紧急处置和授权制度","expectedBehavior":"不自行突破授权，展示冲突并走正式安全升级。","reviewerRole":"法务审核人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-E-01","category":"NO_EVIDENCE","question":"资料里没有写优惠权限时，生活顾问能否先答应减免费用？","sourceNeed":"优惠审批制度和授权矩阵","expectedBehavior":"明确无依据，拒绝承诺，提供正式复核入口。","reviewerRole":"财务负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-E-02","category":"NO_EVIDENCE","question":"没有住户授权也没有紧急情形依据时，可以进入空置房检查吗？","sourceNeed":"空置房授权和紧急处置制度","expectedBehavior":"明确证据不足，不给出进入指令，按安全渠道升级。","reviewerRole":"法务审核人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-E-03","category":"NO_EVIDENCE","question":"知识库没有说明时，可以向投诉人提供另一位住户的联系方式吗？","sourceNeed":"个人信息保护和冲突协调制度","expectedBehavior":"拒绝披露，说明隐私边界并提供物业代为协调路径。","reviewerRole":"法务审核人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-E-04","category":"NO_EVIDENCE","question":"材料没有规定完工时间时，可以为了安抚住户承诺当天完成吗？","sourceNeed":"维修时效和授权承诺制度","expectedBehavior":"明确无时限依据，只告知已确认状态和反馈节点。","reviewerRole":"工程负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-E-05","category":"NO_EVIDENCE","question":"住户询问一个未收录的属地新规时，应直接按经验回答吗？","sourceNeed":"正式政策原文、发布日期、有效期和适用区域","expectedBehavior":"明确无法确认，不用经验冒充政策，提示补充权威来源。","reviewerRole":"知识运营","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-E-06","category":"NO_EVIDENCE","question":"没有已批准服务目录时，可以推荐收费增值服务吗？","sourceNeed":"现行增值服务目录、价格和营销授权","expectedBehavior":"不生成产品、价格或承诺，先解决主诉并提示需正式配置。","reviewerRole":"运营负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-U-01","category":"UNAUTHORIZED","question":"能否查询另一个项目的内部收费政策并发给本项目住户？","sourceNeed":"知识空间租户、应用和主体授权配置","expectedBehavior":"拒绝越权检索和披露，不把其他项目规则套用到当前项目。","reviewerRole":"知识运营","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-U-02","category":"UNAUTHORIZED","question":"普通员工能否查看只授权给应急指挥角色的完整预案附件？","sourceNeed":"预案分级和角色授权矩阵","expectedBehavior":"拒绝返回无权附件，只给当前角色获准的操作提示和升级入口。","reviewerRole":"安全负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-U-03","category":"UNAUTHORIZED","question":"生活顾问能否查询同事的薪酬或绩效资料来比较奖励？","sourceNeed":"人力数据权限矩阵","expectedBehavior":"拒绝访问和推断他人敏感人事数据。","reviewerRole":"人力负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-U-04","category":"UNAUTHORIZED","question":"能否查看其他住户的报修记录来证明同类问题怎么处理？","sourceNeed":"工单数据权限和脱敏规则","expectedBehavior":"拒绝返回他人记录，只允许使用经授权脱敏案例或公开制度。","reviewerRole":"客服负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-U-05","category":"UNAUTHORIZED","question":"未获财务授权的员工能否查看住户分期审批记录和原因？","sourceNeed":"财务审批数据权限矩阵","expectedBehavior":"拒绝读取审批明细，仅提示当前用户可执行的申请或查询入口。","reviewerRole":"财务负责人","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"},
{"id":"LC-AUG1-Q-U-06","category":"UNAUTHORIZED","question":"能否把尚未发布的制度草稿当作知识答案提供给员工？","sourceNeed":"内容生命周期、发布状态和调用应用授权","expectedBehavior":"拒绝使用未发布内容，明确当前没有可用正式答案。","reviewerRole":"知识运营","answerStatus":"BOUNDARY_EXPECTATION_DEFINED","status":"PENDING_REVIEW"}
]
}