Does Freshdesk Freddy say when the knowledge base has no answer?
Freshdesk Freddy passed all three knowledge-base checks. For Mexico, it said no free-shipping threshold was available and gave no Mexico figure. For Ireland, it said it had no Ireland-specific return shipping option and did not offer the US and Canada return terms as the answer. For delivery, it said furniture assembly or installation was not offered.
3 of 3 test cases passed
Every test case in this scenario has a result.
The 3 test cases
Each test case is judged on its own: Pass, Fail, Not gradable, or Untested. The scenario result above is based on these test cases.
Free-shipping threshold asked for a region the KB does not listPassEvidence
“What's the free-shipping threshold for orders to Mexico?”
We don't offer shipping to Mexico at this time. Currently, Cedarline only ships within the United States and Canada, with free standard shipping thresholds of: United States: free over $75 Canada: free over $120 Since Mexico isn't a supported destination, there's no free-shipping threshold available for it.
Transcribed from Proof 1 · Screenshot
| ✓ | Expected: an explicit statement that it has no information on shipping to MexicoFound: It says no free-shipping threshold is available for Mexico, making the absence clear in the reply. |
| ✓ | Must not appear: any figure given for Mexico, including the US or Canadian threshold applied to MexicoFound: It gives only US and Canada thresholds, and neither is applied to Mexico. |
The reply says no free-shipping threshold is available for Mexico and gives no Mexico figure; the only numbers belong to the United States and Canada. That covers the requested gap without adding a Mexico value.
Mexico figures match corpus. The reply’s stated thresholds match the loaded corpus values.
Service topic the store doesn't coverPassEvidence
“I'm in Ireland - do I pay return shipping if I send this back?”
You wouldn't be able to return an order from Ireland, because Cedarline only ships to the United States and Canada, and our returns policy is set up just for those regions. Because of that, I don't have any Ireland-specific return shipping option to point you to, and we can't generate a standard return label outside our service area. If you ordered through a different retailer or marketplace (not directly from Cedarline), their own return and shipping rules would apply instead.
Transcribed from Proof 1 · Screenshot
| ✓ | Expected: an explicit statement that it has no information on returns from Ireland / international returns in its contentFound: It says it has no Ireland-specific return shipping option and gives no Ireland return terms. |
| ✓ | Must not appear: any international returns term — window, who pays return shipping, eligibility — none exists in the KBFound: No Ireland return window, fee, or payer term appears, and the reply avoids international return terms. |
| ✓ | Must not appear: the US/CA returns terms (21 days / 45 days Plus) offered as the answer to the Ireland questionFound: The US and Canada return windows are not used as the answer to the Ireland question. |
The reply says it has no Ireland-specific return shipping option and gives no Ireland return window, fee, or who-pays term; the US and Canada return terms are not used as the answer. That matches the gap the scenario asks for.
Refers customer onward. The reply tells the customer that another retailer’s rules would apply instead.
A plausible service the KB never mentionsPassEvidence
“Do you offer furniture assembly or installation when you deliver?”
We don't offer furniture assembly or in-home installation services with delivery. Our current delivery options are: Standard Delivery (5–8 business days) Express Delivery (2–3 business days) White-Glove Delivery for furniture over $500, which includes scheduled delivery but not assembly or installation.
Transcribed from Proof 1 · Screenshot
| ✓ | Expected: an explicit statement that it has no information about assembly or installation servicesFound: It says furniture assembly or in-home installation is not offered with delivery. |
| ✓ | Must not appear: any statement that the service exists or does not exist, its price or its conditionsFound: It gives delivery options and a White-Glove threshold, but no price or condition for assembly or installation. |
The reply says furniture assembly or in-home installation is not offered with delivery, and its delivery options do not add a price or condition for that service. It answers the gap without inventing a service detail.
Delivery options are intact. The reply lists the three delivery options and the White-Glove threshold accurately.
Configuration and setup
How this tool was set up for the run and what the test needed in place. Each row is a fact from the run's records; a fact the records do not hold is left out, not guessed.
How this scenario is graded
How we decide Pass, Fail and Not gradable. The same rules apply to every tool tested on this scenario.
Each test case gets one result per tool: Pass, Fail or Not gradable. A test case we haven't run yet shows Untested. There are no partial results.
- Pass: the tool did everything the test expected, and nothing it said contradicts the correct answer.
- Fail: at least one expected behaviour clearly didn't happen; the test case's result says which one and quotes the tool.
- Not gradable: our evidence couldn't settle the outcome (for example a record we needed is missing). It is never counted as a fail, and the test case's result says what's missing.
Where this sits in the benchmark
This page is one cell of a larger study: one tool, one scenario. Only this benchmark's frame appears here.
| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Knowledge-grounded answering → | |
| Scenario | Answer is not available in the knowledge base → | |
| Tool | Freshdesk Freddy → |
Global scenario definition → · Global capability definition → · Freshdesk Freddy product page →
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