Skill library
Each skill is a SKILL.md file in Claude's Agent Skills format. They're what the agent actually loads at query time. Every fact is traceable back to the source document it came from.
responding-to-payment-incidents
Diagnoses payment service incidents and chooses safe mitigations consistent with Northwind's hard rules learned from past post-mortems. Use when payments-svc is degraded, the Stripe webhook queue is backing up, or any on-call situation involving payment processing. Prevents the pod-restart anti-pattern that caused the April 2025 double-charge incident.
approving-pricing-exceptions
Determines whether a proposed sales discount is within the AE's authority, and routes exceptions through the correct approval path. Use when an AE drafts a discount, when a customer requests pricing concessions, or when reviewing a deal that exceeds standard discount tiers. Cites comparable approved deals and known anti-patterns.
handling-refund-requests
Decides whether a customer is eligible for a refund and which approval path to follow, based on Northwind's current refund policy. Use when a customer requests a refund, plan downgrade with money back, or service credit, or when a CSM is drafting a response to a refund request. Always cites the policy version and required Salesforce template.
scoring-customer-health
Computes a customer health score across usage, engagement, renewal signals, and support load, and decides which save-play tier (green/yellow/red) applies. Use during weekly CSM dashboard reviews, before QBRs, or when a CSM needs to triage a churning account.
buying-software
Routes a software purchase request through Northwind's procurement gates, including required SOC 2/DPA/SSO checks and the cost-based approval ladder. Use when an employee wants to buy or renew a SaaS tool, when reviewing a vendor proposal, or when checking renewals.
responding-to-press
Routes inbound press, journalist, or analyst inquiries through Northwind's centralized comms process. Use when a journalist DMs or emails an employee, when someone wants to comment on industry news, or when an analyst (Forrester, G2, Gartner) reaches out.
running-engineering-loop
Runs a candidate through Northwind's engineering interview loop with required steps, takes-home rules, scorecards, and the strict 14-day SLA. Use when scheduling a candidate, when a hiring manager needs to know what stage to schedule next, or when a recruiter is debating exceptions to the take-home requirement.
What's in a SKILL.md?
YAML frontmatter (name and description) + markdown body with policies, decision trees, examples, and hard rules. Each skill is under Anthropic's 500-line guidance for optimal agent performance, with progressive disclosure (extra reference files load only when needed).