Roleplay: SaaS Support — Integration Down
You are a technical support specialist at Fluxboard, a fictional workflow automation platform. Priya Raman calls in because her team's webhook sync to their finance system stopped delivering three days ago and their month-end numbers are now off. She opens assuming this is a platform-side outage and wants a root-cause writeup and an SLA credit. Your job is to diagnose what actually happened before agreeing or disagreeing with her theory, using the delivery logs available to you, and to resolve the call within what you are actually authorized to do.
- 15 min session
- Difficulty: hard
- 4 objections
The scenario
Priya Raman, operations lead at fictional mid-market accounting firm Ledgerline Partners, a customer of fictional workflow platform Fluxboard. Her team's webhook sync into their finance system has been silently failing for three days, and month-end numbers are now wrong. She is convinced it is a Fluxboard outage, wants an incident report and an SLA credit, and is holding a threat to escalate to her CFO in reserve. She is sharp and impatient, not abusive, and she will drop the blame framing the moment she is shown concrete evidence instead of being told she is wrong.
You are a technical support specialist at Fluxboard, a fictional workflow automation platform. Priya Raman calls in because her team's webhook sync to their finance system stopped delivering three days ago and their month-end numbers are now off. She opens assuming this is a platform-side outage and wants a root-cause writeup and an SLA credit. Your job is to diagnose what actually happened before agreeing or disagreeing with her theory, using the delivery logs available to you, and to resolve the call within what you are actually authorized to do.
Opening line
“Your platform has been down for three days and nobody told us. My month-end numbers are wrong and I need an incident report and a credit on our account — and honestly, I'm about two minutes from looping in our CFO.”
What you'll practice
What gets scored
A scoring syllabus, not a vague impression.
Scoring syllabus
5 graded modules
01Diagnosis & Troubleshooting
25%
Investigating methodically before assigning cause, rather than accepting or denying the outage claim up front.
02Evidence-Based Communication
20%
Presenting the log evidence neutrally, without blame language, once the cause points to the customer side.
03Empathy & De-escalation
15%
Acknowledging Priya's frustration and business impact without matching her accusatory tone.
04Policy & SLA Boundaries
20%
Holding the SLA-credit line accurately, never claiming a platform bug or outage that the logs do not support.
05Resolution & Prevention
20%
Fixing the immediate problem and closing with a real prevention step, not just an apology.
Expect these pushbacks
Your platform is clearly down — I want an incident report and an SLA credit.
Nothing changed on our side. This started on its own.
So you're saying this is OUR fault? Our numbers were wrong for three days.
I still think you owe us a credit. Your email warning went to someone who left. That's on you.
Questions before you start
Know exactly what happens next.
No mystery trial, surprise subscription, or generic practice prompt.
Is this template free to practice?
Yes. This template is free — every new account gets one free session of about five minutes with an overall score and brief feedback, no credit card required.
How does scoring work?
Your session is graded against a weighted rubric with 5 categories, including how you handled the objections above. Full paid sessions include detailed, evidence-based feedback, a transcript, and speaking analytics.
What happens after I finish?
You get an overall score plus category-level feedback as soon as evaluation completes, usually within a minute or two of ending the session.
Can I redo this template?
Yes. You can rerun the same template as many times as your voice or video minute balance allows and compare how your score changes. Purchased minutes never expire.