CUST.2:4.1 - Choose a real comparison basis

Name the supported offering or method from which this case differs. Include the version or effective conditions when they change use. Recover what ordinary delivery assumes about inputs, participants, skills, access, timing, acceptance and support. A marketing description can locate the offering but may not expose its operating basis.

Describe the customer’s intended result in their work. Separate what is explicitly required from your inference and from a proposed solution. “Needs a custom dashboard” might mean a decision-maker needs a monthly eligibility answer, or that an operator needs continuous intervention. These imply different differences.

When there is no supported predecessor, use a sufficiently explicit proposed basis and mark it as proposed. You can still compare alternatives; you cannot describe deviations from an imaginary established standard as observed facts.