How should customers score cases with more than one acceptable response?

**Must an agent follow the reference action sequence exactly?**

Only where order is part of the supplied business rule. If independent evidence checks can occur in either order, both sequences should be acceptable. A reference trace is one completion, not automatically the full definition of success.

**Can requesting more evidence be a correct answer?**

Yes, when the task deliberately omits a fact needed for an authorised decision. The rubric should identify the missing fact and the appropriate recipient of the request. A vague request for more information should not receive the same credit as a targeted one.

**How can a reseller make these distinctions inspectable?**

Ask for outcome classes such as completed correction, justified escalation and justified deferral. Each class can include required evidence, forbidden actions and closure conditions. Customers can then understand why an unposted case may still be successful.

**What should remain a failure?**

Deferring a fully supported, authorised task without a relevant reason can be scored separately from a necessary pause. This prevents indiscriminate escalation from appearing equivalent to competent correction handling.