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The client uses the product in a way never intended (and risky)

Il cliente usa il prodotto in un modo mai previsto (e rischioso) · Customer Success · Advanced

The case

During a quarterly review you discover your second-largest client has connected your document management platform to a process it was never designed for: they use it as the official archive for documentation subject to regulatory retention obligations, relying on integrity and immutability guarantees the product does not offer. It has worked for a year without incident, the client is enthusiastic and has built internal workflows on this use. If an audit challenges their compliance, the blame will land on you. Correcting it means telling them that what they have done for a year was never supported. How do you handle the discovery?

Durante una revisione trimestrale scopri che il tuo secondo cliente ha collegato la tua piattaforma di gestione documentale a un processo per cui non è progettata: la usa come archivio ufficiale per documentazione soggetta a obblighi normativi di conservazione, confidando su garanzie di integrità e immutabilità che il prodotto non offre. Funziona da un anno senza incidenti, il cliente è entusiasta e ha costruito flussi interni su questo uso. Se un audit gli contesta la conformità, la colpa ricadrà su di te. Correggerlo significa dirgli che quello che fa da un anno non è mai stato supportato. Come gestisci la scoperta?

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Frequently asked questions

What is the "The client uses the product in a way never intended (and risky)" problem-solving case on Grace?

It is a advanced-level Customer Success case based on a real workplace situation. You read the problem, write how you would solve it in free text, and Grace's AI judges whether your solution actually works — or what is still uncovered.

How is my solution evaluated?

Grace's AI checks four things: whether you address the core problem (not just the symptoms), whether your plan is feasible within the constraints of the case, whether you consider risks and consequences, and whether you avoid the typical mistakes. You get a solved/not-solved verdict, a 0-100 score and coaching feedback.

Is there one correct answer to "The client uses the product in a way never intended (and risky)"?

No. Grace judges the substance of your reasoning, not similarity to a script. Different approaches pass, as long as they genuinely solve the problem within the constraints described in the case.

Do I need to pay to try this case?

You get 5 free evaluations every day, shared with training scenarios, no credit card required. Beyond that, evaluations cost 1 credit each.

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