Expertise structured for AI agents

{
  "id": "pat_01HQ8M2KXR7VTNFGCBDY9JPWZA",
  "title": "Recover stalled enterprise renewal",
  "behaviour": "When a renewal opportunity has slipped past its target close date with no recent buyer activity, the account team checks Gainsight for the latest health score, pulls the most recent product usage trend from Looker, and either books a value-review call, escalates to the executive sponsor, or hands the account to the churn-prevention pod with a written brief.",
  "reasoning": "Renewals stall for two distinct reasons, low product adoption or a change in buyer, and the response differs for each. Reading usage before reaching out avoids generic check-ins that the customer ignores and shows the buyer we already know where they stand.",
  "trigger": "A renewal opportunity in Salesforce is within thirty days of close and has had no inbound activity for fourteen days.",
  "outcome": "Every stalled renewal has a named next action and an owner within one business day, and the executive sponsor is looped in before the close date rather than after it slips.",
  "category": "Customer Success",
  "tags": [
    "renewals",
    "expansion-at-risk",
    "executive-escalation"
  ],
  "applications": [
    "Salesforce",
    "Gainsight",
    "Looker",
    "Gong",
    "Slack"
  ],
  "actionCount": 132,
  "connectionCount": 7,
  "firstSeen": "2025-11-04T08:30:00Z",
  "lastSeen": "2026-05-19T16:45:00Z",
  "createdAt": "2025-11-09T11:20:00Z",
  "updatedAt": "2026-05-19T16:45:00Z",
  "sopSteps": [
    {
      "id": "sop_01HQ8M3D6P5BVZTYNRWFCJMGXK",
      "stepNumber": 1,
      "application": "Salesforce",
      "instruction": "Open the opportunity and confirm the close date, amount and last activity timestamp.",
      "detail": "If amount has dropped by more than 20% since the prior quarter, treat as expansion-at-risk and skip to step 5.",
      "expectedResult": "Renewal scope and timing confirmed, or routed to the expansion-at-risk branch."
    },
    {
      "id": "sop_01HQ8M3F2N9CGZBYTRWVKMJDXP",
      "stepNumber": 2,
      "application": "Gainsight",
      "instruction": "Read the current customer health score and the trend over the last 90 days.",
      "detail": null,
      "expectedResult": "Health score and direction of travel captured for the account brief."
    },
    {
      "id": "sop_01HQ8M3H8K4DGZNYBVTCRWMJXP",
      "stepNumber": 3,
      "application": "Looker",
      "instruction": "Pull the weekly active seats and core-feature usage chart for the last two quarters.",
      "detail": "Compare against the cohort median for accounts of the same plan tier.",
      "expectedResult": "Usage trend versus cohort baseline ready to share with the buyer."
    },
    {
      "id": "sop_01HQ8M3K5R7CBVZYNTGDWMJPXF",
      "stepNumber": 4,
      "application": "Gong",
      "instruction": "Scan the last three calls for objections, competitor mentions and the named buyer.",
      "detail": null,
      "expectedResult": "Clear read on whether the deal is stuck on price, scope or sponsor."
    },
    {
      "id": "sop_01HQ8M3M9P6BCVZYNRTGDWMJXK",
      "stepNumber": 5,
      "application": "Slack",
      "instruction": "Post a one-page account brief in #cs-renewals and tag the executive sponsor.",
      "detail": "Brief must include: health score, usage delta vs cohort, last call summary and proposed next action.",
      "expectedResult": "Renewal has a named owner and a logged next action within one business day."
    }
  ],
  "library": {
    "id": "lib_01HQ5W8VRBCDFGTYNMJPKZX2Q3",
    "name": "Revenue Operations"
  },
  "edges": {
    "outgoing": [
      {
        "id": "edge_01HQ8M4T3D7BVZNYRGCMWJKPXF",
        "targetPatternId": "pat_01HQ7P9NXR4BCZVYTMGJDKWHFS",
        "targetPatternTitle": "Book executive value review",
        "label": "often next",
        "actionCount": 41
      },
      {
        "id": "edge_01HQ8M4V8K2NCBZVYRTGJDWMPXF",
        "targetPatternId": "pat_01HQ7R2KXM6BVZNCYTGJDWPHFS",
        "targetPatternTitle": "Hand off to churn-prevention pod",
        "label": "alternative to",
        "actionCount": 23
      }
    ],
    "incoming": [
      {
        "id": "edge_01HQ8M4X5B7NCVZGYRTMJDWPKFH",
        "sourcePatternId": "pat_01HQ6Q4VNX8MJGCBYRTDWKPHFS",
        "sourcePatternTitle": "Run weekly renewal pipeline review",
        "label": "often previous",
        "actionCount": 58
      }
    ]
  }
}