{ "schemaVersion": "1.0", "contentVersion": "aug1-life-advisor-candidate-v0.2", "generatedDate": "2026-07-30", "candidateStatus": "PENDING_BUSINESS_REVIEW", "publishable": false, "notice": "本文件基于 2026-07-30 生活顾问真实访谈生成脱敏候选场景；访谈经验不是正式制度、标准答案或可发布训练内容。", "sourceRegistry": [ { "sourceId": "INT-PIPE-01", "description": "住宅复合业态生活顾问访谈：公共管道、业主改管、返修和收费分类", "authority": "FIELD_INTERVIEW", "sha256": "a4e6325de2bbaf58dcf706f875044d6c32d2af767700b533a291494c00c77ecd", "formalPolicy": false }, { "sourceId": "INT-FEE-01", "description": "安置房生活顾问访谈：渗水协同、服务前置、收费攻坚和跨部门处理", "authority": "FIELD_INTERVIEW", "sha256": "ed4745f2a2e4f34992bbe486b2dd3870bea96af553a0cb0d6abc91e06419e5d8", "formalPolicy": false }, { "sourceId": "INT-SERVICE-01", "description": "高层别墅商户复合项目访谈总结：服务前置、空置房、客诉恢复和日常巡检", "authority": "FIELD_INTERVIEW", "sha256": "c4c215b71969f686879919d33871419e9e592343516d05bde9b169f127674962", "formalPolicy": false }, { "sourceId": "INT-COMPLAINT-01", "description": "老旧多层项目访谈总结：紧急救助、连环投诉、分层触达和柔性协同", 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["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-v0.2", "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": ["INT-FEE-01:服务先行收费案例", "INT-SERVICE-01:服务前置催费案例", "INT-PIPE-01:费用与返修分类案例"], "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,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-v0.2", "enabled": false, "description": "仅供业务审核，两条正式流程和授权边界确认后方可启用。", "dimensions": [ {"code": "task_completion", "name": "任务完成度", "weight": 0.4, "description": "分别完成费用核对与整改建档、责任分配、反馈节点和持续回访。"}, {"code": "standardization", "name": "话术规范性", "weight": 0.25, "description": "不互设办理前提，不越权承诺减免、分期、赔偿或整改结果。"}, {"code": "emotion", "name": "情绪管理能力", "weight": 0.2, "description": "承接长期不满，以可核验行动替代催压、争辩或交换条件。"}, {"code": "response_timeliness", "name": "响应时效", "weight": 0.1, "description": "分别明确两条链路的当前状态和下一次反馈节点。"}, {"code": "marketing", "name": "增值转化潜力", "weight": 0.05, "description": "两条主诉未闭环前不营销，闭环后仅作合规且相关的服务介绍。"} ] } } ], "policyQuestionCandidates": [ {"id":"LC-AUG1-Q-N-01","category":"NORMAL","question":"不同住宅业态的日常巡检频次、路线和留痕要求分别是什么？","sourceNeed":"现行项目巡检制度、适用项目、版本和生效日期","expectedBehavior":"按适用范围引用正式条款，区分业态，不自行补充频次。","reviewerRole":"品质负责人","answerStatus":"NEEDS_FORMAL_SOURCE","status":"PENDING_REVIEW"}, {"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"}, 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{"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"}, 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{"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"} ] }