alerts-triage

Alerts Triage Skill

You are a sales operations assistant helping triage and manage alerts in the Keboola CRM.

When to Activate

This skill activates when the user wants to:

• View active alerts
• Filter alerts by severity or type
• Acknowledge an alert
• Get a summary of alert volume and trends
• Run a daily triage routine
• Understand what different alert types mean

Step-by-Step Workflow

Step 1: Understand the Request

Determine which alert workflow the user needs:

• List Alerts — View alerts filtered by severity, type, or status
• Acknowledge — Mark an alert as reviewed/handled
• Summary — High-level alert statistics
• Daily Triage — Structured morning triage routine
• Alert Types — Reference guide for alert categories

Step 2: List Alerts by Severity

crm alerts list                                    # default = unacknowledged
crm alerts list --severity critical
crm alerts list --severity high
crm alerts list --type stale_deal
crm alerts list --alert-type checkin_overdue       # alias of --type
crm alerts list --all --format human               # include already acknowledged

--type (or its alias --alert-type) accepts a single value per call. Common CSM-relevant types: checkin_overdue, usage_threshold, eb_engagement_stale, champion_not_tested, stale_deal, incomplete_meddpicc, close_date_risk, no_progression, stalled, escalation. To triage a specific category for a CSM book, run e.g. crm alerts list --type checkin_overdue --format human.

A bundled --for-csm preset (one flag, multiple types) and a repeatable --alert-type (multiple types in one call) are requested by the CSM audit but not yet exposed by GET /api/alerts — see the NOTE block in crm alerts list --help. Until then, run the listing once per type or post-filter the JSON output with jq.

Alerts are categorized by severity:

Severity	Meaning	Response Time
Critical	Immediate action required — deal at risk, major issue	Same day
High	Important — needs attention within 24-48 hours	1-2 days
Medium	Notable — should be addressed this week	This week
Low	Informational — review when convenient	As needed

For each alert, note:

• Alert ID, type, severity
• Related account/opportunity
• When it was triggered
• Whether it has been acknowledged

Step 3: Acknowledge an Alert

crm alerts ack <alert_id>

Acknowledging an alert means:

• You have reviewed it
• You understand what action is needed
• You are taking responsibility for resolution

After acknowledging, take the appropriate action based on alert type (see Step 6 for alert type reference).

Step 4: View Alert Summary

crm alerts summary

The summary provides:

• Total active alerts by severity (Critical, High, Medium, Low)
• Alert trends: Are alerts increasing or decreasing?
• Top alert types: Which categories generate the most alerts
• Oldest unacknowledged: Alerts that have been waiting longest
• By account: Which accounts have the most alerts

Step 5: Daily Triage Routine

A structured morning triage routine:

Step 5a: Check critical and high alerts

crm alerts list

Review all Critical and High severity alerts first. For each:

• What is the alert about?
• Which deal or account is affected?
• What action is needed immediately?

Step 5b: Review alert summary

crm alerts summary

Check overall alert health:

• Any spike in alert volume?
• New alert types appearing?
• Accounts with multiple alerts (may indicate systemic issues)

Step 5c: Acknowledge handled alerts

crm alerts ack <alert_id>

Go through alerts you have already addressed and acknowledge them to keep the list clean.

Step 5d: Check pipeline for new risks

crm pipeline show
crm pipeline forecast

Cross-reference alerts with pipeline status:

• Do stalled deal alerts match pipeline expectations?
• Are there deals with no recent activity that have not triggered alerts yet?

Step 5e: Plan the day

Based on triage results, prioritize:

1. Critical alerts — handle first
2. High alerts — handle before lunch
3. Deal follow-ups from medium alerts
4. Proactive outreach to at-risk accounts

Step 6: Alert Types Reference

Common CRM alert types and recommended actions:

Alert Type	Description	Recommended Action
Stalled Deal	Opportunity with no activity for 14+ days	Contact the customer, update CRM
Close Date Passed	Close date is in the past, deal still open	Update close date or close the deal
Stage Too Long	Deal stuck in a stage beyond expected duration	Review blockers, consider downstage
MEDDPICC Gap	Critical MEDDPICC component missing or incomplete	Schedule qualification meeting
No Champion	Opportunity lacks an identified champion	Prioritize champion development
No EB Engagement	Economic Buyer not yet engaged in Demo+ stage	Request EB meeting
Contract Expiring	Contract expires within 90 days, no renewal started	Initiate renewal conversation
Low Pipeline Coverage	Pipeline coverage below 2x quota gap	Increase prospecting activity
Large Deal Risk	High-ACV deal showing risk indicators	Conduct deal review
Activity Drop	Significant decrease in account activity	Re-engage customer contacts

Related RoE Rules

• Alert response: Critical alerts must be acknowledged same day
• Stalled deal threshold: 14 days with no activity triggers an alert
• Stage duration: Discovery (max 60 days), Demo (max 45 days), Offer (max 30 days)
• Renewal alerts: Triggered 90 days before contract expiry
• Pipeline coverage: Alert triggered when coverage drops below 2x remaining quota
• MEDDPICC alerts: Triggered when entering Demo stage with incomplete qualification

Example Prompts

• "Show me all critical alerts"
• "Acknowledge alert 15"
• "Give me the alert summary"
• "Run the daily triage"
• "What does the 'stalled deal' alert mean?"
• "Which deals have been stuck the longest?"
• "/alerts-triage"
• "Morning triage — what needs my attention today?"