Map the task decision, not just the contact list
Synthetic customer C-72 has coordinator Wai, data contact Jo and training organiser Lam. Wai handles scheduling; Jo confirms sample fields; Lam confirms the attendee group. A missing field answer from Wai remains a proposal until Jo confirms it under the agreed role map. These are business responsibilities, not software account permissions or a statement of legal authority.
| Blocked task | Question | Decision contact | Current evidence |
|---|---|---|---|
| Sample approval | Which column is customer reference? | Jo | Wai proposed column B; Jo pending |
| Training plan | Which staff group attends? | Lam | Group A confirmed |
| Kickoff date | Which agreed slot is available? | Wai | 22 October confirmed |
Ask the owner of the blocked decision
- Name the blocked decision
- Find its agreed contact
- Record proposal versus confirmation
- Resume after the required answer
If the contact is unavailable, the customer must establish a replacement responsibility; do not infer it from who replies fastest.
Lam forwards Wai’s column-B suggestion. Has sample approval been obtained?
Show the worked answer
No. Neither is the assigned sample decision contact. Jo’s confirmation, or an agreed replacement responsibility, remains necessary.
This map covers customer onboarding answers only. It does not grant CRM permissions or replace the agreed order change process.