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service-sop

海岚旅行线上咨询与预订服务标准作业程序(HL-CS-SOP-01 V3.4):全程约束,接入分流、需求采集与确认、产品匹配、报价、确认与占位、方案 PPT 制作质检与交付、后续告知七个阶段,以及投诉、超范围、团队三个分支。在线顾问每次接待都按此执行。

68

Quality

86%

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SecuritybySnyk

Low

Low-risk findings worth noting

SKILL.md
Quality
Evals
Security

Quality

Content

88%Weight 40%Scale 1-5

Reviews the quality of instructions and guidance provided to agents. Good implementation is clear, handles edge cases, and produces reliable results.

An exceptionally actionable, tightly written operational SOP with explicit sequencing, validation checkpoints, and feedback loops (two-round QC with escalation). The only structural weakness is that all content lives in SKILL.md and the referenced documents it depends on are not part of the bundle.

DimensionReasoningScore

Conciseness

The body is dense, rule-per-line operational content with tables used efficiently and no explanations of concepts Claude already knows. Minor trimming is possible: the 修订记录 table and document-control rows (version dates, 编制/审核/批准) are time-sensitive administrative content that spends tokens without guiding behavior.

4 / 5

Actionability

Fully concrete, executable guidance throughout: a pricing formula (人均每晚预算 = 全团预算 ÷ 总人数 ÷ 晚数), a threshold-based product selection matrix, a complete quotation template with a worked example and the exact numbering format ("HL-Q-1202-3P"), precise escalation timelines (2小时/24小时/1个工作日), and explicit prohibited phrases. The common cases are covered copy-paste ready.

5 / 5

Workflow Clarity

Sequence is explicit with validation checkpoints: a flow-overview table giving entry conditions and completion flags per stage, G9 governing stage transitions and parameter-change loops (S2.6 re-confirmation), and a full feedback loop in S6 (checklist QC → written-defect rejection → max two rounds → escalation transfer). Error recovery paths are stated.

5 / 5

Progressive Disclosure

Well-organized single-document structure with clearly signaled external references by document ID (HL-FIN-PRC-06, HL-MKT-SPEC-04, HL-MKT-TPL-08, HL-CS-FORM-05), one level deep with no nesting. It is not 5 because the entire SOP is inlined in SKILL.md and none of the referenced store documents (price table, product descriptions, templates) are bundled, so navigation depends on materials outside the skill.

4 / 5

Total

18

/

20

Passed

Description

78%Weight 40%Scale 1-5

Based on the skill's description, can an agent find and select it at the right time? Clear, specific descriptions lead to better discovery.

A specific, well-scoped description that clearly identifies the SOP's scope (seven stages, three branches, global constraints), its owner document, and when it applies. Main gaps are the absence of an explicit 'Use when…' trigger clause with concrete phrases and somewhat stage-label-like action phrasing.

Suggestions

Add an explicit trigger clause (e.g., "使用时机:客人通过线上渠道发起国内包价旅游咨询、要求报价或反映订单问题时") with concrete trigger phrases.

Include common natural variations users say, such as 退改、行程定制、团建出游, to broaden trigger matching.

Convert stage labels into capability-style actions (e.g., "采集并确认必要参数,按价目表试算并发出带编号的报价单") to sharpen the 'what'.

DimensionReasoningScore

Specificity

The description enumerates concrete actions across seven named stages ("接入分流、需求采集与确认、产品匹配、报价、确认与占位、方案 PPT 制作质检与交付、后续告知") plus three branches, giving comprehensive stage coverage. It falls short of 5 because these are stage labels rather than fully stated capability actions, and the '全程约束' item is abstract.

4 / 5

Completeness

Both 'what' (a SOP covering seven stages and three branches with global constraints) and 'when' are answered — "在线顾问每次接待都按此执行" is equivalent explicit trigger guidance, so the missing-'Use when' cap at 3 does not apply. It is not 5 because the 'when' lacks concrete trigger phrases and could be more specific.

4 / 5

Trigger Term Quality

Good natural domain keywords are present ("线上咨询", "预订", "报价", "投诉", "团队"), matching phrases a user in this setting would say. A few natural terms and variations are missing (e.g., 退改、行程、出游、定制), keeping it below the comprehensive-synonym level of 5.

4 / 5

Distinctiveness Conflict Risk

The description is pinned to a single company's procedure ("海岚旅行…HL-CS-SOP-01 V3.4") and a specific role/channel ("在线顾问"), giving it a clear niche with distinct triggers and minimal conflict risk with other skills.

5 / 5

Total

17

/

20

Passed

Validation

100%

Checks the skill against the spec for correct structure and formatting. All validation checks must pass before discovery and implementation can be scored.

Validation — 16 / 16 Passed

Validation for skill structure

No warnings or errors.

Repository

EverMind-AI/Raven

Path

experimental/simulation/scenarios/travel_agency/materials/service-sop/SKILL.md

Reviewed

Table of Contents

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