{
  "knowledge_base": {
    "policy_billing": "Standard tier customers can request a receipt for up to 30 days past the purchase date.",
    "policy_technical": "Error Code 404 on the dashboard means the user's cache must be cleared. Instruct them to clear cache.",
    "policy_refund": "Refunds are strictly prohibited for digital items once they have been downloaded, even if the customer is angry."
  },
  "tasks": {
    "easy": {
      "ticket_id": "TKT-101",
      "customer_tier": "Standard",
      "initial_message": "Hello, I bought the software yesterday. Can you send me my billing receipt?",
      "expected_category": "Billing"
    },
    "medium": {
      "ticket_id": "TKT-202",
      "customer_tier": "VIP",
      "initial_message": "My dashboard is broken. Every time I log in, I just get an Error Code 404.",
      "expected_category": "Technical"
    },
    "hard": {
      "ticket_id": "TKT-303",
      "customer_tier": "Standard",
      "initial_message": "This digital eBook is terrible! I already downloaded and read it, but I demand a full refund right now or I'm leaving a bad review!",
      "expected_category": "Refund_Request"
    },
    "hard1":{
      "ticket_id": "TKT-404",
      "customer_tier": "VIP",
      "initial_message": "I am on the Enterprise plan and my API dashboard is completely blank. It just shows a white screen. I need this fixed immediately, our whole team is blocked.",
      "expected_category": "Technical"
    },
    "medium1":{
      "ticket_id": "TKT-505",
      "customer_tier": "Standard",
      "initial_message": "Hello. It is broken.",
      "expected_category": "Technical"
    },
    "hard2":{
      "ticket_id": "TKT-606",
      "customer_tier": "Standard",
      "initial_message": "I bought the yearly subscription by mistake yesterday instead of the monthly one. Can I get a refund for the difference?",
      "expected_category": "Refund_Request"
    }
  }
}